Tips For Choosing Great Live Chat Software

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Live chat software can be beneficial to any type of business, as it affords an easy, personal way for customers to contact customer service representatives. Customers can get product info, make requests and much more through their web browsers. Some businesses report that their sales increase by as much as 30% after a live chat program has been implemented, so chat is a worthy addition to any company website.

However, your business will need to pick the right live chat software in order to deliver a convenient, simple experience to its customers. Choosing a chat program can be difficult, but by evaluating available features and by planning for expansion, you can find the perfect program for your business.

Picking A Chat Program That Fits With Your Website

One of your biggest concerns when choosing live chat software will be whether the software will fit in to your website's design and overall look. If a chat program sticks out and has a completely different color scheme or generic graphics, it won't look professional and it could cost your business customers.

A live chat software company should give you a reasonable amount of control over the look of the chat application. It should be easy to implement your company's logo and color scheme without a tremendous amount of work. Fonts and formatting should also be matched for a professional touch. Choose chat software that can be customized wherever possible.

Security is another major concern. Most live chat software developers take safety seriously, as customer data is frequently transferred through chat software. To prevent misuse, chats are typically encrypted and chat logs are only accessible via a customer service representative or manager's account. You should ask about the security features of a chat program before buying, as implementing security measures to protect an unsecured chat program after-the-fact can be a costly hassle.

Tracking and Other Features

You should choose software that's expandable. Great tracking features are a must. Even if your business isn't planning on handling a huge number of online chats at first, it may be necessary down the line. Many chat programs track customers and log data into programs like Google Analytics. This data can be useful for checking into web visitor demographics.

Tracking can also help when evaluating individual customer service representatives. Individual chat logs should be saved and search-able. Most new chat programs have this sort of built-in functionality.

Some expandable chat programs can be upgraded as needed to add more capabilities and opportunities for customization. An upgraded chat program may be able to interact with an existing voice system or database. More design choices might be available along with better tracking options. Try to find a flexible chat program that allows for these types of upgrades, as this ensures that your web site's chat functionality will be able to grow with your business.

Finding The Features You Need

There's almost no limit to the features and customization options available in high-end chat programs. Consider how your business will use the software to determine the types of features that are most important. Again, try to choose a flexible product, and plan for expansion. Chat programs with a full set of features are well worth the investment in the long run and can quickly improve your business's website and customer service offerings.

Separating fact from fiction when it comes to online communication and technology, Bob Andrews is a self-professed geek and author who writes on a variety of topics including live chat software. Always looking for the highest quality information he usually looks for information at http://www.liveperson.com.

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