It's no secret that investing in better customer service can reap long-term gains for a business; after all, customers are one of the key factors in deciding the brand value. When it comes to CX services, businesses can employ different tools and software platforms to make their customer experience better and their job more effective.
When choosing a customer support software, there are several things to consider, which can make the decision-making process confusing. In this blog, we will discuss some major considerations while selecting the right customer chat software for your business.
What is a Customer Chat Support Software, and Why Do You Need It?
Customer support software is a business program that can enable businesses to communicate with their customers via chats and can help offer assistance to consumers with their queries and complaints. The software program works like an instant messenger wherein customers can interact with the business in real-time, and lately, these chat support software also come with live chat features.
There are many benefits of investing in the right customer service chat software to provide CX services more effectively -
With the digital era being at its peak, customers prefer multi-tasking and don't want to wait for replies and assistance from the brands.
Chat support software can provide a reliable and convenient platform to consumers where they can expect quick, 24*7 assistance. Did you know that with live chat support, you can respond to customer queries within 23 seconds?
Proactive customer support software can help customers when they are confused between products and services, which can result in more sales due to informed decision-making.
A chat support software platform can help reduce phone call costs and average interaction costs, which can be very cost-effective for the business in the long run.
With live chat support, you can have an edge over your competitors, but it is still a new concept, and most businesses are still not leveraging live chat support for CX.
Key Factors to Consider While Choosing a Customer Service Chat Software
Now that we have discussed the many benefits of using customer support software, let's look at some key features that can help you choose the right software for your business.
1. Cloud-Based v/s Self-Hosted
Firstly, you need to decide whether you want cloud-based or self-hosted support software for your business. Self-hosted software can be hosted on the business's technical infrastructure, whereas cloud-based resides on a 3rd party server.
Cloud-based software platforms are generally more affordable and secure, along with ease of accessibility. Hence, you need to consider your business requirements and choose between the two types.
2. Easy to Use and Integrate
The chat support software should be easy to use and should be able to integrate with your website seamlessly. This ensures that you don't waste time understanding the functions or you don't have to train your team to operate the software.
3. Multi or Single Live Chat Support
While choosing a customer support software, you need to choose between simple live chat tools or additional features, like knowledge base integration or call-back support. This choice depends on your business needs and model, but multi-channel support can be a wise choice to satisfy customers in a better way.
4. Flawless Mobile Support
With a mobile-friendly customer support chat tool, there are rare chances of missing a lead, and you can provide customer support anywhere, anytime, which can help keep customers satisfied 24*7. Not only this, with the current hectic lifestyle, we are always on the go, and a mobile tool can be very convenient for the users as well as the business.
5. Seamless Customizations
The customer support software should be easily customizable to cater to the business needs. When providing CX services, brands need to build an identity via consistent visual experience. The live chat application is an extension of the business and should include various settings to customize the user experience, like feedback collection mechanism and report viewing window.
6. Third-Party Integrations & Other Additional Features
Lastly, the software program should have the ability to integrate with 3rd party applications to help businesses stay ahead in this cutthroat world. The software should have features to integrate with common business tools, like Microsoft Dynamics CRM, WordPress, Zendesk, etc.
Other software features that can be a great addition to your customer experience include estimated queue time calculation, detailed reports and analytics generation, chat routing, and visitor tracking.
These are some must-have characteristics when choosing the perfect chat software for your business. Other features might vary depending on the brand requirements, like the price factor. Once you have chosen a proper chat support that allows proactive customer resolutions while having a business and user-friendly interface, you can level up your CX strategy!
If you are still confused about the support software, you can consult the Better CX team to get a better overview and make a more informed decision.