Technology has enabled businesses to increase their international visibility with the help of chat software for business. This application enables employees and customers to interact with each other even from faraway places. Unlike phone calls and emails which are the usual communication channels for business, chat software for business is considerably cheaper and accessible.
According to a study conducted a couple of year back, 53% of online shoppers interact through chat and 56% of the customers showed an inclination towards an online site with live chat offers. So what does an online retailer has to look for before implementing chat software?
A web based software is better than a desktop software in terms of flexibility since the operator can use the system from any location. It is also free from upgrades and firewall conflict which are usual problems that can arise from using desktop software.
Offline customer support is also a great feature to have in chat software for business. A 24/7 customer support will increase the chances of closing a sale and increase customer loyalty. Assistance can be provided faster in finding particular products for customers and giving feedbacks. Web based solutions are often compatible with phones. This enables the operator to be notified via text messages when they are needed. Just a click on this message will direct them to the customer through a mobile web browser.
It is important to choose chat software for business that enables the operators to reply quickly to customers’ questions. A canned response feature will be able to store information about daily operations and create a comprehensive database. The information on these files can be used to create canned responses that speed up the chatting process; this is helpful in handling multiple customers.
Reporting tools and web analytics is a great addition to basic applications for a chat service. These tools will provide an insight about customers viewing the website. Web analytics can give information regarding customer behaviours, what they like, how many times do they require the product and other information about the market.
Customizable chat software for business will enable the company to keep up with the changing technology without having to adjust their whole online business. Being able to customize the software to fit the need of the operator in maintaining brand identity across customer channels is beneficial to the business.
Chat software for business should be relatively inexpensive. Providers will often offer basic software that will provide solutions for the business chatting problems at a low price.
Chatting is proving to be a useful tool in online business. Choosing the one that is easy to use, affordable, and reliable that answers the basic problems of customer interaction is enough to create a following of loyal customers.