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Given the impact live chat can have on the quality of your customer service and revenue; it’s worth investing some time into researching the options. Thus, learning as much as you can about various live chat software providers before choosing the tool that; meets your business needs and adding it to your website. Some of the factors to consider include; the set of features, easy onboarding and customization, third-party software integrations, security, mobile compatibility, pricing, and customer support.

You’ve probably narrowed down your choices matching your requirements and budget. Still not ready to purchase a subscription? You can start with a free trial. Most live chat software providers offer free trials with all the product features available to enable potential customers to; test all the functionality, or the ability to request a demo. Signing up for the trial usually takes a couple of minutes at maximum and doesn’t require credit card information.

After signing up, you need to choose a chat button. After that simply paste a short HTML code into the body of your page for live chat implementation. Once you’ve embedded chat on the website, you can start chatting with your customers and prospects in real-time. Whenever a visitor clicks on the live chat button that is usually displayed at the right bottom corner of a website; a chat window appears. By clicking further on this window, the visitor initiates a chat with a company’s representative; who is currently online and available to pick up the chat request. 

Live chat software providers typically offer a wide range of customizations of the tool. It may include tweaking the design of an online (when chat is available) and offline (when chat is not available) buttons and a chat window to make it look native to your website, as well as changing language and texts. You can also choose whether clicking a chat button will start a chat immediately or open a pre-chat form to be filled by a visitor. The design of pre-chat forms and contact-forms (displayed if no agent is online) can normally also be customized according to your needs.

Proactive chat is a common feature offered by most live chat vendors. Proactive chat invitations can either be displayed on every page of the website or on particular pages. For instance, your pricing or checkout pages where users will most likely need live assistance. Invitations can usually be triggered manually or automatically based on pre-defined rules. Such as visitor information and various behavior metrics; geographic location, current page, referral page, time spent on the website, visit times, etc.

These are pre-defined answers to frequently asked questions from customers. They allow to speed up response times and increase the agents’ efficiency as they won’t have to type custom messages to repetitive questions that can be answered instantly by simply sending the right pre-written response in a few clicks. Canned messages are specifically helpful if the agents need to handle multiple chat requests at the same time.