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Updated by Irene Rogers on Nov 30, 2017
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Irene Rogers Irene Rogers
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Website Live Chat: Most Useful Features

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!

20

Custom chat icon

Custom chat icon

Includes different chat button types: text link, static button, floating button, etc.

19

Customizable chat window

Customizable chat window
18

Operator photo

Operator photo

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.

17

Real time monitoring

Real time monitoring
16

Visitor history and stats

Visitor history and stats

Of course, we have Google Analytics for that, but someone may not agree with their privacy policy.

15

Chat transcripts

Chat transcripts
14

Hidden offline button

Hidden offline button

Most visitors don't like seeing an offline chat button, so we can just hide it

12

Pre-chat form

Pre-chat form

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.

13

Offline form

Offline form

Useful if you choose to show an offline button and offer your visitors a possibility to contact you even if chat agents are offline

11

Post chat survey

Post chat survey

Lets business owners and supervisors keep track of their support department performance

10

Browser-based app

Browser-based app
9

Downloadable app

Downloadable app

Usually is more convenient and may support more features than the browser-based app

8

Canned responses

Canned responses

If used wisely, canned responses make support faster, which benefits website owners and customers at the same time

7

File transfer

File transfer

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

6

Pro-active invitations

Pro-active invitations

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.

5

Passing chats between agents

Passing chats between agents
4

Secure chat

Secure chat

SSL protects chats when sensitive information is shared

3

Smart chat distribution

Smart chat distribution

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

2

Mac/Linux support

Mac/Linux support

Those of us who are on Macs or Linux PCs shouldn't be left aside

1

Additional visitor details

Additional visitor details

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.

21

Co-Browsing

Co-Browsing

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.

REVE Chat - Customer Engagement

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.