Irene Rogers
This is the list of most useful live chat features that help to make live chat support fast, easy and efficient.
Your favorite one is not listed? Go ahead and add it!
Includes different chat button types: text link, static button, floating button, etc.
May be a little controversial, since including the photo makes support more personal, but on the other hand, this leaves chat agents exposed to different kinds of harassment.
Of course, we have Google Analytics for that, but someone may not agree with their privacy policy.
Most visitors don't like seeing an offline chat button, so we can just hide it
Another controversial one. Long pre-chat forms may discourage customers, but some information provided before the chat may help support agents do their job faster and more efficiently.
Useful if you choose to show an offline button and offer your visitors a possibility to contact you even if chat agents are offline
Lets business owners and supervisors keep track of their support department performance
Usually is more convenient and may support more features than the browser-based app
If used wisely, canned responses make support faster, which benefits website owners and customers at the same time
This is one of my favorite features. Allows sharing screenshots and documents with a couple of clicks. No need to compose an e-mail just to send the client an invoice or a price list
The most controversial feature. Website visitors hate things popping up on their screen, but business owners report that invitations increase the number of chats and consecutively, the number of leads and sales. It's like advertising. Everybody hates it, but every business uses it, because it simply works.
SSL protects chats when sensitive information is shared
Instead of letting operators decide who should take the next chat, the system can analyze current load and forward the request to the least loaded operator
Those of us who are on Macs or Linux PCs shouldn't be left aside
Extremely useful feature. If the customer is logged into his/her account on our website, I immediately see all basic account information in my console, without asking the client a single question.
Remotely control your visitor’s screen during a live chat. Fill out a form, navigate to another page and complete actions on behalf of your customers. Truly powerful to resolve an issue or complete an order.
Most of the businesses do not have the chance to get connected with their website visitors in real –time and lose the opportunity to engage with their potential customers. To fulfill this gap, REVE Chat offers several advanced features like Live Chat, Voice Calls, Video Chat, Facebook Chat Integration and Proactive Chat. Other features like Queuing, Visitor Analytics, Advanced Routing, Real Time Chat Monitoring, make REVE Chat a complete customer engagement software for online businesses.
