When your business lives primarily on the internet, it can be tricky to keep that essential dialogue open between you and your customers. Obviously, in a bricks and mortar store, your customers can just come and ask you a question or for help with a problem they have, but it’s not quite that simple online.
One way of keeping that line of communication open is through the use of live chat software, whereby customers can chat to company representatives as they’re using the website, thus helping to solve problems there and then.
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Live chat software also helps improve conversation rates and can help improve customer loyalty and retention, so it can really be worth your time – although it’s not always the best fit for a business. If you don’t have someone who can respond quickly, then it could do more harm than good.
Anyway, here is some of the best live chat software for businesses, so you can stay in touch with your customers…
Velaro claims that it has something for everyone, and that certainly seems to be the case, offering three pricing structures for basic, professional business, and enterprise tiers.
The basic version is excellent in itself, but if you really want the good stuff then you’ll have to go up to the pro level. This features some in-depth geo-targeting, multi-step conversion tracking, and some nice, detailed reports.
Velaro has plenty of third-party integration, including Google Analytics, Salesforce, Google Translate, Netsuite, Twilio and more, although you’ll have to opt for the top tier if you want them all.
Zendesk Chat, formerly known as Zopim, is a well known live chat system and is a pretty reliable choice, particularly if you just want something simple and need it set up quickly, although it does offer more comprehensive packages for those who need it.
The built-in analytics are decent enough, and the design is customisable, which is a nice touch. It also integrates well with other systems, including Magento and WordPress, which many people will enjoy.
SnapEngage’s big thing is that of integration, working effectively with Salesforce, Basecamp, and other CRM systems. It also works very niftily with social media, so if a customer gives you an email address, it will pull through any of their connected social profiles, which can then be added to a CRM.
Other nice features of SnapEngage include being able to search a company knowledgebase from within the system, and being able to log in from anywhere. Its mobile compatibility is also fantastic, allowing you to chat from pretty much anywhere.
For something a little bit different, you might want to give ClickDesk a go, as it utilises live video chat calls through Skype or Google Talk. This can help add a little extra personality to your back and forth, and can help the customer know that they’re talking to an actual person!
You can also integrate your social profiles with the chat, so customers can click through to your various social pages without leaving the chat. It works very well with a variety of CRM systems and other programs, including WordPress, Magento, MailChimp and Tumblr.
WebsiteAlive is easy to use, and offers real-time metrics. However, one of its most interesting features is it’s ability to hire live chat agents who will chat on your behalf, and these people are then paid by how well they perform – this can help you engage better with your customers, if you struggle with converting them.
Olark is a very simple system to set up and use – simply copy the code into your site and you’re good to go in no time at all.
It also features very straightforward analytics, allowing you to see important information about the person on your website, including which pages they have viewed, how long they’ve been on the website, and which page they’re currently on, meaning you can tailor your communications effectively.
One of SmartSupp’s key features is the ability to monitor and record visitors’ mouse movements and clicks from within the dashboard. Not only does this allow you to better see how that particular customer is getting on, allowing you to better tailor your responses, but it also means you can analyse how lots of customers move around your site. This means you can then make changes to make it a better overall experience.
It’s also a very affordable option and the support is excellent, making it well worth investigating.