Live Chat Software Features
Overview
CustomerReach Live Chat Software uses instant messages to talk to customers one-on-one.
The live chat software gives businesses the opportunity to chat with customers while
they are visiting the website to provide help and support. It allows companies to
track, monitor and communicate with their website visitors in real-time. This increases
sales, lowers customer service costs and enhances the customer service experience.
Real-time Chat
This live chat feature provides you with the benefit of giving immediate replies
to customer inquiries or providing support to clients when needed. Customer related
issues are quickly resolved with live customer chat. Providing immediate answers
to issues helps get rid of barriers to purchasing. This also builds customer confidence,
knowing that there is a live agent just a click away to answer all of their questions.
Visitor Monitoring
With the visitor tracking feature, you can check the origin of the visitor and the
keywords they had used to arrive to your website. This will help to determine if
the right key words have been optimized and used effectively. You can see which
page the customer is currently on, while being able to correspond with every customer
entering the site. You can be notified when a user logs in or browses through your
website at any moment.
Multiple Agents in a Chat
With Live Chat, customer assistance can be available 24 hours a day so that no matter
where your clients are, help is at your agents’ fingertips. This feature will ultimately
earn you the reputation of being number one in customer service and communication.
For a large online company, deploying several agents at different shifts will ensure
that every website visitor will not be left unattended.
Customizable Interface
A customizable interface will turn your Live Chat window into a professional display
that can be seen by users of the chat service. You can choose from any of the options
to personalize or add your company logo to be displayed.
Web Collaboration
During a live chat, visitors can view pages specified by the agent without typing
the URL. Customer service representatives can actually “push” a URL to a visitor
so that the web page will appear on their computer during a live chat.
Notifications
Agents can be notified several ways when a visitor enters the site, requests a live
customer chat, and sends a message. Notifications include sound, popup windows,
flashing icons and other options. With multiple options on how to be notified, you
are able to select one that will work best for you so that a call or live chat request
is never missed.
Common Phrases
Agents will have the convenience of keeping a personal list handy, one that can
be edited according to the agent’s needs. Agents can refer to the list as needed,
making conversations with clients easier and much clearer during a live customer
chat. The list will be helpful and will ensure fluent conversations with customers.
Call Transfer
With the call transfer feature in the live chat software, a call can be channeled
to the right agent with no more than a simple click of a button. A client will not
be put on hold during a live customer chat, resulting in a quick resolve of any
issue.
Spell Checking As You Type
The spell checking feature package instantly detects and warns the agent of a misspelled
word and gives the agent a chance to correct the errors before sending. The spell
check option can also be disabled, for the more confident and faster typists.
Pro-active Invitation
With pro-active initiation, agents have the capacity to invite website visitors
or customers to a live chat conversation. Agents can send a welcome greeting, or
if the agent feels the visitor might be in need of help, they can instantly open
a live chat window to offer help and advice.
Supervisor Monitoring
Supervisors can view the conversations between agents and visitors during their
live customer chats in real time for quick monitoring. If the supervisor sees that
an agent is having trouble dealing with a customer or visitor, he can immediately
assist the agent in that live chat conversation.
Agent Images
The agent’s image reflected on the live chat window reminds the customers that they
are conversing with a real person, and not an automated computer.
Online/offline Indication
Agents can indicate their status so that whenever they need to leave their work
place, the ‘away’ or ‘unavailable’ status can be posted to inform visitors, clients
and co-workers. If you forget to log out, your status will automatically change
to ‘away’ and visitors can leave a message at your live chat window.
Geo-location
The geo-location feature tracks the origin of your website visitors, aids in geographic
targeting of your marketing campaigns and keeps fraudulent transactions from taking
place by way of the live chat software system. Agents are able to differentiate
their approaches according to the location of the visitor.
Plug-in Architecture
The live chat software system is designed to allow third parties to easily add in
components to make CustomerReach even more powerful, flexible and easy-to-use than
it is now. Installing additional components to the live chat software can be done
without further trouble and delay.
Call Reporting
Managers can view all live customer chat history which includes call times, transcripts
and other related information. This reporting tool will allow managers to keep track
of agent activities and also gives the manager information on what questions are
typically being asked by visitors and buyers so that he will be able to address
these issues properly.
Easy-to-use Interface
The sleek and clutter-free format allows for quick comprehension and for every user
to easily switch from one task to another for optimum performance.