With the customer becoming more and more informed and demanding, customer service has also spread its horizons to be more engaging. To provide the best possible customer experience, it is important to use the right tools.
In this article, we will take a look at four of the most effective live chat tools.
Introduction
The objective of customer support is to make sure customers are satisfied with the company’s products and services. Satisfied customers are more likely to continue using the company’s products and services, and they are also more likely to recommend the company to others.
There are many ways to provide customer support, but one of the most effective is through live chat tools. Live chat tools allow customers to chat with customer service representatives in real-time. This allows customers to ask questions and get answers immediately.
Here, omnichannel CRM plays an important role in live chat support. By using an omnichannel CRM, customer service representatives can access customer information across all channels, allowing them to provide more personalized and efficient service.
This also helps them to better understand customer needs, preferences, and behavior, so they can provide better recommendations and solutions.
Additionally, omnichannel CRM can help automate and streamline processes, allowing customer service representatives to focus on more complex tasks.
There are many different live chat tools also available. Each has its advantages and disadvantages. Some live chat tools are better than others, and some are more expensive than others.
Benefits of Live Chat Tools
Live chat tools offer several benefits, including:
- Increased customer satisfaction
- Reduced customer support costs
- Increased sales and leads
- Improved customer retention
- Increased website traffic
- Improved search engine optimization
One of the most important things to consider when choosing a live chat tool is whether or not it integrates with the company’s existing customer support system.
Another essential thing to consider when choosing a live chat tool is whether or not it offers customer support in multiple languages.
Finally, it is important to consider the cost of the live chat tool.
Four Most Effective Live Chat Tools
The best live chat tools are those that are easy to use, offer a variety of features, and provide good customer support. Here are some of the best live chat tools available:
- Bright Pattern
Bright Pattern is an omnichannel contact center software for engaging and nurturing your customers. It allows businesses to offer their product or services and support to existing or prospective customers across different platforms and channels.
Instead of offering support to customers only on their website or via phone calls, a business can use omnichannel CRM to make it possible for customers to reach them via email, live chat, Facebook, or Instagram messenger. A point worthy of note with omnichannel contact centers is that the flow of communication can be maintained across these different channels.
Omnichannel contact center software also helps businesses keep track of customers’ interactions, preferences, and needs, so they can provide the most relevant and personalized experience possible.
With omnichannel call center software, businesses can manage their customer relationships more effectively and efficiently, resulting in happier customers and improved business outcomes.
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Intercom
Intercom is the first customer relationship management platform for in-app messaging. It enables businesses to communicate with people inside their app, on their website, and across social media networks. More than 30,000 businesses use Intercom to drive growth and retain their best customers.
The Intercom API enables you to access data in Intercom programmatically and perform actions on that data. The API can be used to create, update, or delete users, companies, leads, or contacts, as well as to retrieve data about those entities.
The Intercom API enables you to:
- Automatically create or update users in Intercom as people sign up for your app or service.
- Segment your users based on activity or attributes, and target them with personalized messages.
- Retrieve data about your users and companies, to use in your app or service.
- Perform actions on users and companies, such as tagging or unsubscribing them.
The Intercom API has the following limitations:
- The API is rate-limited, so you may need to throttle your requests.
- It does not support Intercom’s features, such as Inbox or Engage.
Directions to use the Intercom API
You will need an Intercom account and an access token to use the Intercom API. You can find your access token in your Intercom settings. Once you have your access token, you can start making API requests. All API requests must be made over HTTPS and include your access token in the Authorization header.
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Chatfuel
Chatfuel is a bot-building platform that enables businesses to create bots for Facebook Messenger and Telegram. With Chatfuel, businesses can create bots to automate customer support, marketing, and sales.
Some benefits of using Chatfuel include:
- Easy to use and does not require any coding knowledge.
- It is a free platform with paid plans that are affordable.
- It is a powerful platform that enables businesses to create bots for Facebook Messenger and Telegram.
- It is flexible and can be customized to fit the needs of any business.
- It is scalable and can be used by businesses of all sizes.
- It is a reliable platform that is constantly being updated with new features.
Some limitations of using Chatfuel include:
- There is no free trial and the free plan is very limited.
- It does not have a visual editor and can be difficult to use for those who are not familiar with coding.
- It is not as widely used as some of the other bot-building platforms.
Directions to use Chatfuel:
To use Chatfuel, businesses first need to create a bot. This can be done by going to the “Bots” tab and clicking on the “Create Bot” button. Once the bot is created, businesses can start building their bot by adding blocks of content. Chatfuel offers a wide range of blocks that can be used to create a bot, including blocks for text, images, buttons, and more.
Once the bot is created, it can be published and shared with customers through a variety of channels, including Facebook Messenger, Telegram, WhatsApp, and more.
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Drift
Drift is a live chat tool that is easy to use and offers a variety of features. It has a free trial period, and its pricing plans are based on the number of users. Drift also offers good customer support.
Drift is the world’s leading conversational marketing platform. Over 60,000 businesses use Drift to provide a better experience for their customers and generate more qualified leads. With Drift, you can start conversations with visitors on your website, then personalize and qualify them without ever having to leave the site.
It’s like having a second sales team that is available 24/7, with artificial intelligence to qualify leads and chatbots to book meetings for you. With Drift, you can:
- Increase conversion rates: Drift’s conversational marketing platform helps you turn your website visitors into qualified leads.
- Decrease customer acquisition costs: Drift’s chatbots can qualify leads for you, so you only spend time on the hottest prospects.
- Increase customer lifetime value: Drift’s conversational platform helps you build relationships with your customers and turn them into advocates for your brand.
Benefits of Drift:
- Increased conversion rates
- Decreased customer acquisition costs
- Increased customer lifetime value
- Stronger relationships with customers
- Better customer advocacy
Limitations of Drift:
- Requires a Drift account to use
- Can be challenging to set up if you’re not technically inclined
Here’s a quick overview of how to use Drift’s chatbot:
- Install the Drift plugin on your website.
- Configure the Drift chatbot to your liking.
- Add the Drift chatbot to your website’s pages.
- Train the Drift chatbot to respond to common questions.
- Monitor the Drift chatbot’s performance and adjust as needed.
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Zendesk Chat
Zendesk Chat is a live chat software solution that enables businesses to communicate with their website visitors in real time. All you need is a steady internet connection and you can access Zendesk from literally anywhere.
Zendesk Chat offers several features that help businesses to improve their customer service, including Customizable chat widgets, Automatic chat transcripts, Chat routing, etc.
Benefits of using Zendesk Chat include:
- Increased customer satisfaction
- Reduced customer support costs
- Increased sales and leads
- Improved customer retention
- Increased website traffic
- Improved search engine optimization
Limitations of using Zendesk Chat include:
- Limited customization options
- No mobile app
- No integration with third-party applications
How to use Zendesk Chat:
- You can opt for a free trial or a paid subscription.
- Install the chat widget on your website.
- Configure the widget settings to your preferences.
- Start chatting with your website visitors!
Final Words
The best live chat tool for customer support will vary depending on the needs of the company.
In this article, we have taken a look at four of the most effective live chat tools. These live chat tools are easy to use, offer a variety of features, and provide good customer support.
FAQs
- What is customer support?
- Customer support is the process of assisting customers who are using a company’s products or services. Customer support representatives help customers with questions, problems, or concerns. They may also provide customer services, such as handling customer complaints or providing information about a company’s products or services.
- How much do live chat tools cost?
- The cost of live chat tools varies depending on the tool and the features it offers. Some live chat tools are free, while others have monthly or yearly subscription fees.
- How can live chat help improve customer support?
- Live chat can help improve customer support in several ways. For example, it can help reduce response times, provide real-time assistance, and improve customer satisfaction.
- What are some of the challenges of using live chat for customer support?
- Some of the challenges of using live chat for customer support include managing chat volume, dealing with customer expectations, and training agents.
- How can I make sure my live chat customer support is effective?
- There are a few things you can do to make sure your live chat customer support is effective. First, make sure your agents are properly trained. Second, set up clear guidelines and expectations for your agents. Finally, make sure you are constantly monitoring and improving your live chat customer support.
