Chat software can make a big difference in any business’s daily operations, as the right live chat app can improve sales and customer service almost immediately. However, it’s always important to read some information about a chat program before you decide whether to purchase and implement it into your business’s website, as chat applications can be very different in terms of available features, security options and usability.
If you’re considering professional customer service chat software, here are a few crucial items to keep in mind while making your selection.
Why Security Is Important
Security is by far the most important feature to consider, as a poorly secured chat program can compromise sensitive customer information. Even if you don’t plan on using your chat software to take credit card numbers or other important data, there’s no telling what potential customers will type and who will be watching. Security is absolutely crucial.
Many chat programs use complex encryption methods to ensure that chat log information is only view-able to the customer and the customer service rep. Always check into the security features of a chat program before buying and insist on a solution that will work well with your business website’s existing security.
Finding Software with the Right Features
The exact features that you’ll need in a customer service chat program will vary depending on the size of your business, your web traffic and the importance of things like reporting and customization.
Businesses that anticipate hundreds of chat requests each day will need automatic reporting, integration with voice systems and 24/7 support from the chat program’s designers. Smaller businesses can get by with simpler features, but chat logging and reporting are always important.
It’s a good idea to look for chat software that’s flexible enough to grow with a business. Programs that integrate with common tools like Google Analytics can be extremely helpful in this regard, and when a chat program can be expanded as needed to handle more customers and customer service representatives, businesses will have more room for worry-free growth.
Many chat programs offer features that can be upgraded and purchased as-needed along with customization options for larger and more specialized businesses. A good tactic is to look for software that isn’t arbitrarily limited–features should be expandable and customization should be possible in almost all aspects of the software. Even if you aren’t planning on using some customization features, having them available could be instrumental at some point down the line.
You might be concerned with price when looking for a chat software, and as high-end live chat applications can be rather expensive, price is certainly important. However, you should only compare prices when you’ve found software that offers great security and the features that your business needs to make the live chat a success. Think in terms of a return on investment.
As a chat program can easily improve a business’s online sales by 30% or more within the first few months of implementation, cost isn’t as important as a solid, flexible feature set that can grow with your business. Chat software isn’t the biggest purchase that your business will make, but if you take the time to consider all of the features of a chat program before buying, it may be one of your most worthwhile investments.
By geralt from Pixabay