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• August 31, 2010 LiveChat for Windows – application update
• August 25, 2010 Triggers: automated & personalized customer support
• August 20, 2010 Google Analytics and LiveChat integration

More information

Live Chat Software – term for instant messaging applications designed specifically to provide real-time online assistance to users of a web site. Read more…

How can live chat software be used?

Running online business requires tools adequate to customers’ needs and requirements. Among all the communication methods and channels, only live chat software provides free, direct and instant contact between website visitors and the website owner (or his team). Placing live chat button on the website guarantees the highest chance for immediate response for all questions the ecommerce customers may have. At the same time for the business owner it is a powerful tool that allows providing top-notch customer service and online sales.

Live chat software for better customer support

Featured with real-time website monitoring, canned responses and knowledge base, live chat software helps in solving all issues and providing quick, precise and efficient live support. Making live chat button apparent on issue-causing pages gives your visitors and customers a chance to speak and ask questions, while live chat operators are given a chance to provide them with necessary help and answers. Good live chat solution allows transferring the chat sessions between operators specialized in different fields or creating a conference with several of them to properly and thoroughly provide the best possible support.

Live chat software for online sales

Apart from the live chat buttons, which are the passive way to use live chat software, some of the best live chat providers offer also the active way to use the system – the live chat invitations (or chat engagement). This feature gives the operator the power to proactively initiate the chat session with a particular visitor browsing the website. Sending graphic or personalized text message to the customer who seems to be the right prospect makes live chat a real online sales machine. Properly set up automated chat engagement works especially well with keyword-targeted marketing campaigns. Good live chat system recognizes searched keywords and referring pages and allows to display tailored message on the screen of the potential customer. That generates more orders and leads to higher conversion rate from advertisements and better ROI.

LiveChat offers:

• Easy-to-use live chat system for complex online customer support and offline message management
• Ability to personally reach out to the promising leads browsing your pages
• Real-time website Traffic Monitoring and customer website experience tracking
• Pro-active Customer Engagement and Chat Invitations based on customizable triggers
• Tag-based knowledge base for answering frequently asked questions (FAQ)
• Integrations with popular CRM applications, ecommerce platforms and CMS solutions
• Free and simple tool for your website visitors to contact your sales/support team directly on the website
• Customizable branding of chat window, chat buttons and chat invitations so they match the look & feel of your website
• Multidomain support with separate brandings for specific domains
• Scalable live support solution offered in hosted and on-premises versions
• Ability to easily organize and manage live chat sessions distribution between your operators
• Analytics and reporting capabilities to track the effectiveness of your live chat software operators