Step aside emails and social media, for the world now prefers Live Chat for online communication. Live chat is faster and more efficient than phone calls, and more engaging than emails. According to a study by Zendesk, live chats result in more than 92% customers satisfied by the experience.
There has been a prominent evolution in how the live chat solutions are implemented. They are now more sophisticated than ever before, and they are utilized more than any other mode of communication. As businesses realize the efficacy of live chat solutions for customer service/satisfaction, there’s a rapid increase in the number of chat solutions available out there.
Benefits of live chat
Live chat is directly related to real-time engagements. In the world where every business is fighting for user attention, the role of real time engagements has become more pivotal. Take a look at global customer satisfaction rate with live chat usage from 2015 to 2019 by Statista.
Global Customer Satisfaction Rate With Live Chat Usage (2015 — 2019)
When companies implement live chat the right way, they witness a tremendous improvement in customer satisfaction. It further leads to a better conversion rate, which turns into more revenue.
On the other hand, the market is of all kinds of live chat solutions. As a result, find the right chat live chat solution for your business can become an arduous task. There are many factors that determine which live chat option you should choose.
How to choose live chat solutions in 2021
Let’s take a look at the key parameters of short listing a live chat solution
1. Budget
The cost of live chat solution depends a lot on the features that come with it and how compatible it is with existing platform. Budget plays a vital role here because you need to calculate the overall ROI. Only then you’ll be able to determine whether the live chat solution can become your asset in the long run.
2. Customizability
Customizability plays a vital role in making the live chat option give a look and feel similar to your services. The live chat solution must give you ample room to customize post-chat survey form to enhance user experience. You should be able to make the live chat solution an extension of your band, create custom agent profiles, and choose a language that your customers prefer.
3. Maintenance
Like other software, live chat solutions also need to be upgraded on a routine basis to keep them safe, secure and compatible with evolving platforms. The live chat solution must be easy to maintain. With scheduled maintenance and upgrades, your live chat solution will be able to enhance your productivity and reap you more benefits than you’d possibly fathom.
4. Support
Just like any other software, a live chat solution may also face technical issues that may hamper its performance. So, it’s crucial that the live chat solution provider offers complete support to ensure maximum uptime. Your business depends a lot on how efficiently you get customer issues resolved. Failure to do so can lead to unfavorable consequences. Thus, you should choose a live chat solution that offers round the clock support.
Conclusion
Now that you have a clear roadmap for choosing the right live chat solution, you are now ready to see the best options available to you. I have prepared a comprehensive list of 10 best live chat solutions for you to choose from. Take a look and let me know if you have a query about any of them.
