As everyone knows, the key to a really successful business is a consistently high level of customer service. There are many great products on the market to help companies achieve this objective and one that has seen a recent surge in popularity is live chat. This enables clients to get an instant response to their questions, queries and problems and helps to take away the anonymity that online businesses tend to suffer from these days. There are a whole host of different packages available for all types and sizes of business, so much so that it can be a little confusing trying to decide which one is the most suited. The following hints will give you a good idea of what you need to look out for when choosing operator chat client for your business.
Compatibility – Take a look at where your clients are coming from and the browsers and operating systems they use and make sure that the operator chat client is compatible. The whole point of adding live chat software is to make yourself more accessible so it would be awful if you found out afterwards that you had actually managed to do the opposite.
Mobile access – Being able to take part in and monitor live chats from your mobile devices means you can stay in touch with your clients no matter where you happen to be. It also allows your clients to chat on their mobiles too.
Send and receive attachments – A lot of the time being able to send a picture of what you’re looking for or trying to match can help solve the problem in a fraction of the time. However not all chat software enables you to send pictures and attachments to clients and vice versa. So be sure to look out for a package offering this feature.
Analytics – As well as giving your visitors instant contact live chat can generate reports and analytics to help you improve the services that you offer, identify recurring questions and problems, etc. It can also be used to give each operator a rating and monitor the volume of chats that they do over a specific period and the level of service that they provide. In turn this will enable you to identify areas that need additional training, create standard responses to certain questions, lists of common webpages that clients need directing to and so on. All of which will make your responses quicker and more efficient.
Ease of use – Be realistic about what you need the software to do and make sure that you can use the package that you are looking to install. Ask for a demonstration and see if it’s possible for the software to be installed on one machine in your office to give all of your staff members a chance to use it and see if it works as you need it to.
Price – There are packages ranging from free and upwards to suit every budget. However make sure that you are not seduced by a cheap price that leaves you with unsatisfactory software. This is a tool that, if used in the right way, can really help to increase business and bring in new clients from referrals. So don’t be afraid to spend that little bit more as the operator chat client will soon pay for itself.