Chat software is a need on the almost all support and e-commerce websites. It is important to implement live support software correctly. I has to work well for you, as well as for your website visitors. We have some tips, which help you to push the chosen live support software to its limits.
Control settings of live support software
Remember about your live chat policy. What persons responsible for online chat can see and to which data. LIVECHAT Contact Center divides online chat operators (see: live person software)in three groups such as normal, supervisor and administrator. You are able to set rights for your live support team thanks to this software feature.
“Live support” button placement
You should also remember about such things like button placement. It should be visible, sometimes even it should stand out from the website. Just to make the visitor click the online chat button. After all, it is one step closer to conversion. Users who chatted with agent, buy about 3 times more often than the ones who did not. The common mistake is to place live support button at the bottom of the page, where user has to scroll down the site to see it. That kind of solution automatically cuts down the number of your chats. Most of the visitors would not click live support button because the won’t be able to see it until it is placed properly.
Number of operators
Decide how many operators do you need. One of the main advantage of live chat software is that one operator/agent is able to handle few online chats simultaneously. although it is worth to remember that customers would wait awhile for operators answers if he is forced to chat with 3 customers at the same time. Our researches and experience indicate that operator is able to live chat effectively with three visitors at the same time. As it is comfortable for customers, you should attach importance that your live support software has such settings (max number of chats).