Best Live Chat Solution: The Must-Have Features
Live chat solutions can drastically increase the productivity of your business.
From improving your customer communications to improving your customer data and marketing efforts.
As a result, choosing the right live chat solution for your business can be key for your future customer-focused operations.
Today, we’ll break down the basics of what makes the best live chat solution.
The Best Live Chat Solution
The best live chat solution doesn’t exist.
After all, the best live chat solution for your business may not fit the business needs of another company.
However, we can highlight some must-have features that get us really close to the best alternative in the market.
Easy to install
Implementing a live chat solution on your website might sound intimidating for many.
As a result, an easy-to-install solution is highly preferred. The faster you can set up and get going, the better.
After all, you do not want to unnecessarily allocate your business resources toward a complex live chat installation.
Easy to use
When implementing a live chat solution in your business, training your staff on how to use the tool will be a key step in the process.
As a result, the easier the tool is to use, the easier your training process will be as well. Saving you time, money and other resources.
This can also make your future hiring processes easier as training new staff on how to use the tool becomes easier too.
CRM Integrations
A Live Chat tool on its own can only bring so much value. Integrating your live chat tool with a CRM platform can allow you to improve your customer operations.
With this integration, your live chat can be fully integrated into your CRM platform and collect chat history and other customer data.
This way, your chat conversations with customers automatically create valuable customer data for your business.
Want to learn more about CRMs? Read our guide on CRMs, what they are and how they can help your business.
Lead Generation
As per our previous point, live chat platforms can create enough customer data to become a lead generation channel.
For example, you can set up your live chat tool to ask for email addresses from customers before they are able to start a chat conversation with you. Want to learn more about using live chat for lead generation? Check out our guide on how live chat support can be a lead generation channel for your business.
Email Integrations
One of the best things about live chats is that they happen in real-time. However, this could also be a shortcoming of the medium.
A sudden interruption could end your entire conversation and lose you a new customer.
With email integrations and fallback, your conversations can go from chat directly to email in cases of disconnects or customers leaving mid-conversation.
Furthermore, you can integrate email with chat transcripts to increase the efficiency of your business operations.
Browser recording integrations
Live chat integrations can go in multiple ways. For example, some live chat platforms can integrate with browser recordings.
Browser recordings allow you to essentially record your customers’ screens when they visit your website. Letting you see how they interact with your webpages, products and any potential website errors.
If you want to learn more about browser recordings, check our guide on browser recordings, how they work and how they can help you collect customer data.
How to add a live chat to your website
As we mentioned earlier, the perfect live chat platform does not exist.
However, we obviously recommend Moment, our Live Chat platform with all the features we mentioned in this article. Best of all, you can start using it with our free plan.
Just check out our guide on how to easily add Moment live chat to your website.