5 Features Your Next Live Chat Solution Must Have

Thinking of offering live chat support to your company’s channels? Knowing where to start can be difficult, especially when there are so many up-and-coming vendors to choose from. We’ve scoured the internet to round up five of the most desirable features your next chat tool service must have.

Whether it’s reading vendor sales pages to check for the latest and greatest technology, or browsing reviews and threads to see what companies aren’t doing so well, we have gathered all the data to form this purchase in 5 steps. guide.


(Image credit: Shutterstock.com / Syda Productions)

1. Management of all communications

Taking a small business or freelance business to the next level can be a particularly daunting task, and as your business grows, so will its requirements for software and services. Organization is key, and the sooner you establish processes, the better.

We believe that using dedicated help desk software to centralize communications can be invaluable, especially for customer-facing organizations that may receive dozens or even hundreds of queries per day. This will allow you to track key targets like leads and secondary (but no less important) targets like satisfaction, all in one place.

The best communication management platforms will allow you to tag messages based on their type of request (like sales or support), as well as their urgency and whether they can be considered completed and closed.

For large teams, the ability to share this information and take internal notes can help ensure a good level of quality even when agents may be out of their desks and another staff member needs to intervene. It can be equally useful when you need to transfer a customer from one service to another – for example from product inquiries to follow-up.

A woman examining statistics.

(Image credit: Adobe Stock)

2. Data collection and performance monitoring

Growing a business requires a multitude of numbers, and many of them can be collected through analytics channels. From understanding your expenses to getting a deeper insight into employee productivity, the best live chat tools should be able to break it down for you.

You might want to consider things like the number of tickets you receive in a typical day, the first response time, or the time it takes for a ticket to be marked as done.

More advanced users can consider tools that offer third-party integrations, such as Google Analytics and any other dashboards they can use more extensively in their operations.


(Image credit: Image credit: Shutterstock)

3. Rich conversations

Real-time communication is both efficient and unpredictable. Sometimes a customer may need to leave the chat or an agent may go offline for the day. The best live chat tools should be able to keep a history of previous conversations so that both ends can refer to all historical messages to avoid unnecessary duplicates.

Early live chat tools were just for text input, but if you’re looking to upgrade, or even commit to your first provider, now’s the time to support more content from the window. of cat. Users and agents need to be able to send and receive common file types like documents and media, which can help keep things like return information in one place.

Some degree of automation can also improve a user’s experience. Gathering preliminary information, such as contact information, as well as notes about the problem or query, can be handled by a chat bot, saving agents time and finding a solution faster.

Call center

(Image credit: future)

4. Streamlined approach to facilitate communications

As you grow your business, you need to make sure that you maintain consistency and are as efficient as possible. Some companies allow agents to create canned replies for frequently used messages, such as providing seasonal discount codes or simple information such as opening hours and contact details.

For less frequently asked questions, you’ll want to make sure your staff have the information at their fingertips. This could be done through some sort of knowledge center and/or easy communication links with different teams that hold the relevant information.

Apple Business Chat

(Image credit: Apple)

5. More platforms and better accessibility

Chat popups in the corner of e-commerce websites have been with us for many years, but customers have started to expect a higher level of service and it is our duty as businesses to improve their experience.

It has been proven that most people now access pages from smaller devices such as smartphones and tablets, which means that a mobile version of your site is viewed. The live chat tool should be able to handle this and still be just as effective.

There are many other third-party tools that customers may find more appealing. Platforms like WhatsApp, Messenger, and Apple Business Chat allow customers to stay in touch without losing a conversation by accidentally closing a tab. It shouldn’t be difficult to find a live chat provider that can support these types of channels.

Consideration should also be given to the visual appeal and ease of use of a live chat, which may mean the ability to apply a custom color palette to stay consistent with your branding, ‘integrate company logos and create personal profiles to add more. personal touch.

password manager security

(Image credit: Passwork)

We couldn’t resist mentioning security, as the increase in internet transactions means that some malicious actors want to access sensitive information such as bank card details. You will want to make sure that any service you use is as secure as possible.

Sharing information about its security protocols and the fact that it has invested in different types of protection are all red flags for a business. This can range from encryption and compliance with regulations like GDPR, to two-factor authentication and access management for trusted IP addresses.

Customers also like to see that their data is kept safe. Some chat tools may automatically hide sensitive information such as payment details or offer a secure form for customers to share this information.

We also featured the best Help Desk software (opens in a new tab).