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What is live chat?

What is live chat?

Live chat software enables businesses to communicate with website visitors in real time through chat windows created by the software. When providing support to customers who have questions about products or website navigation, customer service representatives can make use of live chat software to assist them. With pop-up chat boxes, service team can prompt users to interact, or they can wait for visitors to contact them with questions or concerns on their own.

Disclosure and data analysis, engaging chat alerts, and conversation archiving are just a few of the features available to customers. Live chat software can be used by customer service teams to respond to inquiries quickly, employees in business development roles to reach leads who may be unavailable by phone or email, and faculty members in the education industry to connect with incoming students, to name a few examples of its application. Various other types of software, such as e-commerce systems and help desk software products, may include live chat functionality as a feature.

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How does live chat work?

When you add a live chat feature to your website, you will have two different interfaces through which the customer and operator can communicate with one another.

Let’s take them one at a time and go over them.

Window for the operator/monitor

Support agents can track visitors on the website using an operator window, which is a user-friendly interface that allows them to do so in real time.

The operator will be able to see the following:

  • How many other players are currently online?
  • What is the maximum number of chats that one operator can manage at the same time?
  • The maximum number of chats that an individual operator can handle is set by the operator.
  • For how long has a particular visitor remained on the website?
  • Which web page did they arrive at?

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Additionally, as an administrator, you can join an ongoing chat and observe how the operators are performing to determine whether they are performing well. If a visitor has been on a page for an excessive amount of time, the operator can invite them to chat online. They will be able to better understand the visitor’s motivation for visiting the website and provide a more personalised support experience.

Moreover, operators will have the ability to view previous conversations of returning visitors and tailor their experience accordingly, while keeping their previous conversation in mind.

Additionally, in addition to reviewing previous chat transcripts and inviting customers to chat, operators can collaborate with other operators if they require assistance during a currently running chat session. This operator-to-operator chat feature reduces the amount of effort another operator has to put in to understand the customer again in the event that the chat is routed to him, and the customer receives an immediate solution to his or her question as a result.

That is how the interface between the operator and the monitor window works. Now, let’s take a look at how the visitor interface functions.

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Does live chat cost money?

Monthly pricing for LiveChat begins at $16.00 per feature, per month. They do not offer a free version of their software. LiveChat provides a 14-day free trial.

How to start a live chat?

There are two primary methods of gaining access to LiveChat.

You can connect to LiveChat through your web browser. The app can be found at the following URL: my.livechatinc.com. Make a note of it or even make it your home page so that LiveChat is always available to you when you need it.

LiveChat also provides native desktop applications for both Windows and Mac computers. Once you have installed one of the apps, they will automatically start up when your computer starts up, allowing you to begin chatting right away.

Alternatively, you can communicate with customers while on the go by using one of our mobile apps for iOS or Android devices.

It makes no difference which application you use; you will be required to enter your email address and password. It is possible that you will be required to provide an extra security code that will be sent to your phone if you are utilising 2-step authentication through your Google Account.

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Benefits of Live Chat

Cheaper

Phone support has traditionally been the most cost-effective method of providing customer service, but it can be extremely expensive – both in terms of toll charges and person-per-hour costs.

Live chat is not significantly more expensive than a reputable email service provider, and it is significantly less expensive than phone support. In fact, according to Forrester research, live chat customer service is 17-30 percent less expensive than phone customer service calls.

Improved Customer Support

Consider the results of the eDigital Customer Service Benchmark survey of 2000 consumers, which discovered that live chat had the largest customer satisfaction levels at 73 percent, compared to 61 percent for email support and only 44 percent for traditional phone support. This survey can help you gain a better knowledge of how much customers appreciate access to live chat.

Problem Resolution

Knowledge bases and help articles are excellent tools for providing support and assisting customers in resolving issues. But if you post numerous such documents or help articles online, customers and users may have difficulty locating and using them as quickly as they should.

The use of live chat allows agents to “push” links to help or training documents to customers in real time through the chat window. To avoid having to walk customers through the process of problem solving, agents can instead direct them to the appropriate document or content on their own initiative.

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Best Live Chat Softwares 2021

1. LIVECHAT

When it comes to live chat software, LiveChat is the undisputed leader. With their free LiveChat plugin for WordPress, it’s incredibly simple to set up and instal a live chat system.

LiveChat also provides excellent site live chat assistance software that you and your operatives could use on your laptops, tablets, and mobile devices to communicate with customers. So you’ll be able to chat with clients while on the go, without having to log into your WordPress administration area.

2. CHATBOT

As a result, ChatBots are the prospect of live chat software because they enable you to engage with your customers at any time of day or night.

It is simple for small businesses to harness the power of artificial intelligence (AI) chatbots to increase customer engagement and grow their businesses with ChatBot.com’s easy-to-use platform.

A simple drag and drop interface is provided for you to use in order to generate your own ChatBot. Aside from that, they also have dozens of ready-made templates for various industries, which makes it simple to design custom conversation scenarios and chat routing that are tailored to your company’s specific requirements.

3. SENDINBLUE

SendinBlue is a powerful live chat software that is also user-friendly for beginners. Simply create your chat box within your account and then integrate it into your website through the use of a WordPress plugin.

You can easily convert website visitors into customers by responding to their last-minute questions via live chat, which is made possible by Sendinblue. The chat integrates with Sendinblue marketing automation, allowing you to capture even more leads with less effort.

It has built-in email marketing integration, as well as conversion tracking for Facebook ads, differentiation, and complete email marketing functionality.

4. LIVEAGENT

LiveAgent is one of the most popular mobile commerce live chat and service desk software solutions available. They provide a comprehensive suite of software that includes email ticketing, live chat, video chat, time tracking, call centre, and other features.

If you do not already have a support desk system in place, the LiveAgent suite, which is similar to Zendesk chat and other similar platforms, can make things easier because it is an all-in-one platform.

5. CHAPORT

chaport is a free live chat support software for WordPress that you should consider using if you are looking for free live chat support software. You can sign up for a free forever plan that includes unlimited chats, chat history, and notifications, as well as an unlimited number of registered operators and up to five operators online at the same time.

Their software satisfies all of the fundamental requirements. The company offers mobile live chat support apps, wonderful multiple languages chat widgets, data analytics, as well as third-party integrations through Zapier, among other features.

Conclusion

Live chat is a one-of-a-kind method of customer service management that offers solutions that are not available through any other system. With the help of live chat, you can communicate with multiple customers at the same time, reduce waiting times, and provide a more comprehensive outreach to your customers overall.

Although these objectives can only be achieved with a well-trained team at the helm, you may find that your performance and effectiveness increase in ways that you never imagined possible once your agents learn the ropes of live chat support.

Also Read : Best WordPress plugin for SEO, Blog, Backup and Security 2021

FAQ

Does a person need to enter my credit card details for the trial?

No. You don’t need to provide any credit card details for the free trial.

Does live chat cost money?

Yes, you need to pay for live chat.

Is live chat useful for Business purposes?

Yes, live chat is very effective for Buisness purposes.

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