The Benefits of Live Chat Software

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Many people really dislike automated phone services. It is easy to understand why consumers don't want to sit around pushing numbers on their phones when they were hoping to speak to a live operator. This is one of the primary reasons in the surge of interest in live chat software.

Talking to People

If you cannot actually have a one on one conversation with a telephone operator, live chat software gives you the next best thing. This is a feature that can be installed at your website and then initiated automatically (i.e. a dialogue or pop-up box appears asking if the customer would like to speak to a live operator) or it can be something triggered by the customer clicking an active link.

Service or Sales

You have to also remember that live chat software is not something that is limited strictly to the customer service end of things. For example, some live chat software systems allow you to actually monitor each visitor as they navigate their way around your site.

So, that means that you might ask the software to follow specific or "intelligent" business rules. These rules would be able to identify a specific pattern in a website visitor's behavior and then launch a dialogue box to interact in a very effective way.

An E-Commerce Example

Need an example? Let's say that your website is an ecommerce site with an online shopping cart. You can tell the live chat software to monitor the shopper's behavior and to recognize when they are about to navigate away from the site without purchasing the items in the shopping cart.

For example, as they hit any area of the browser to go to a different site, the software will cue a box to spring to life and remind them that they haven't purchased the items or even just ask them if they really want to navigate away from the page.

Remember too that sales can result from the ability to interact directly with the client when they are at the site. For instance, live chat software will often be able to engage with prospective clients by triggering the "invitation" to live chat any questions or concerns about the product(s) on the page. This sort of "real time" interaction is definitely one sure way to convert leads or prospects into actual sales.

Immediate Support

When your software is necessary for real time customer service or technical support, you should also recognize the immediacy that the chat option provides. For example, this software is going to enable your operators to work with a handful of clients at any given time, and will not require customers to wait "on hold".

Statistics also indicate that the live and real time interactions tend to resolve issues at rates that email and phone exchanges just cannot match. Clearly, there are profound benefits for instituting some real time chat options on your site.

Separating fact from fiction when it comes to online communication and technology, Bob A Andrews is a self-professed geek and author who writes on a variety of topics including live chat software. Always looking for the highest quality information he usually does his research at LivePerson.com

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