If you search for “live chat software” and other related terms online, you’ll find that the majority of the information provided by the search engine is directed towards website owners. While this is a good thing if you are running an e-commerce site, what if you’re on the other side of the fence – that is, you are a consumer who is not yet that familiar with this form of correspondence? This article aims to fill that void by helping individuals like you know more about the live chat tool that’s been popping up on the websites of almost all online stores. Read the succeeding paragraphs for more information.
What is a Live Chat Software Program?
A live chat application is a tool that has the same functions as phone and email support. It is used mainly by online business owners to communicate with their website visitors in real time in order to provide information and/or answer questions regarding the company and its products and services. Live chat applications can either be free or paid with the latter usually having more features. Programs can also be classified according to whether the chat window is embedded in the website or a pop-up chat window appears when triggered.
How Do You Use the Application?
In most live chat programs, a chat button or icon is embedded in the website. This indicates whether or not live chat support is available. If it is, all you have to do is click on it and you can start chatting with the agent.
Tips When Using a Website’s Live Chat Feature
In the same way that there is a code of sorts that live chat agents are encouraged to follow in order to provide exceptional support, website visitors like you should also bear some things in mind when taking advantage of a site’s live chat software. Some of these are the following:
• If the website has an FAQ page, see first if the issue that you have is already addressed there. Initiating a chat session when the answer you’re looking for is just a click away is a waste of time for both you and the agent.
• Make sure you have all the necessary information before you engage in a chat with the operator. Providing as many details as you can makes it easier for the agent to understand the issue and respond appropriately to it.
• Keep any negative emotions you might have in check. Even if you’re fuming mad because of a problem with the company’s service or merchandise, resist the urge to lash out at the live chat agent. Typing in all caps, as well as making use of foul language and a myriad punctuation marks, will only make it more difficult for the operator to assist you (either because he finds it hard to read your sentences or because he’s on the verge of getting mad as well).
Unlike most chat companies, that either provide just Live Chat Software or just service via the use of another company’s software, we do both. We have our own software platform and employ our own agents. This enables us to innovate and respond to our customer’s needs much faster. This also results in greater cost savings for our customers and partners.