With online business growing leaps and bounds everyday, its quite necessary to support our customers/clients online too. Though customer support is provided through phone and e-mail, online live chat support is very effective to gain and help customers. With the live chat support, the frustrating experience of waiting on phone calls for long time can be avoided and we can chat with live representative available online.
There are various types of chat tools and software with interesting features to support customers through online chat. Chat tools built with .net, flash, php, etc are widely used in online business to support clients. These chat software tools are used for the live interaction between two people - like client/customer and the support team. Queries and complaints of the customers can be handled and sorted immediately through these flexible chat softwares.
There are many massagerooms advantages of using these softwares. The main advantage is that multiple departments for a single firm can be created. For example, you can create separate chat departments for production, sales, etc for the segregated customer support. Segregation of teams is always better as this feature will avoid traffic in the chat and will help client to contact the right team for his/her query.
Next is that you can also assign multiple operators/customer support executives under each department. Apart from assigning multiple operators, you can also number the operators in a specific order so that the first chat from the client goes to the operator who is numbered 1. Limit for the number of chats to be handled by an operator at a time can also be set so that after that specified number, the new chats will be automatically forwarded to the next operator in the sequence.
Polling time, templates, email transcript, etc can also be created. Setting a polling time for a chat will direct the chat from the client to the next operator, if the first operator does not answer until the mentioned time. The client will be directed to an automated message if no one answers the query within the stipulated time. Templates can also be created, saved and used for repeated messages on chat, like opening (welcome) messages and closing messages. You can also mail the entire conversation to the client if he/she requires using the email transcript option.
The next most important advantage is the control of the admin. The admin of chat can view the number of operators online, current chats, login and logout time of the operators, etc at any point of time. Not only the features of the chat, but also the chat windows. The appearance of your chat windows can be customized by adding different images for different modes, changing themes, etc. The installation and the use of this tool are also quite simple and user-friendly.
These advantageous online live chat software can be of great help to your firm to support customers online. Any chat tool among the wide range of chat tools can be chosen to meets the requirements of your firm.