What are the main features for live chat software?

Learn which live chat features are the most essential
Written by Ana
Updated 2 years ago

When choosing a live chat solution for your business, it's always very subjective and depends on your objectives. But there are several features which are an absolute must. Check them out:

  • Chat widget customization options for adjusting your live chat to your website design and overall branding.
  • Canned responses for saving answers to all common questions and using them faster and more productively.
  • Live visitor profiles for quickly accessing customer data like location, time zone, browser language, etc.
  • Knowledge base integration. It's better to choose a multi-functional support tool like HelpCrunch right from the beginning, and a knowledge base tool is a must. It should also be well integrated with your chat so that you could quickly share help articles with customers.
  • Auto messages for reaching out to your customers proactively and offering help based on their behavior — e.g. last visited page, time spent on page, exit intent time.
  • Targeted messages (aka in-app messages) for sending one-time campaigns to customers via chat based on their personal data or your custom criteria — e.g. browser language, subscription type, account balance.
  • Chat forms for collecting new visitors' email addresses and filtering out spammers — e.g. pre-chat or offline forms.
  • Reports for tracking your live chat performance — e.g. first response time, average resolution time, customer satisfaction rate.
  • Help desk features like statuses, tags, multi-channel support for managing customer requests faster and more effectively.

Even though the following features are not the ones you can't live without, they can be nice “bonuses”:

  • Typing insight for tracking when customers are typing a message and letting your customers see when you do.
  • Online status indication for seeing which customers are currently online and prioritizing your efforts.
  • GDPR checkbox for including an acceptance checkbox to your pre-chat or offline forms and getting customers' consent to processing their data.
  • File sharing for quickly sharing images, videos, PDF and jumpstarting the whole process.
  • Chat transcripts for sending the whole transcripts to your customers so that they would have a detailed instructions in their inbox.

Please note that HelpCrunch offers all the above mentioned features and more. You can read more about them here:

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