Top Features to Look for in a Chat Support Software for E-commerce

Live chat support has emerged as one of the finest customer support solutions for e-commerce websites. It is an excellent way to communicate with customers promptly. An online survey found that customers are more likely to finish shopping when they get answers to their questions. In today’s world, customer support is critical to any e-commerce business. The success of an online store depends on how efficiently it can handle customer queries, concerns, and complaints. Chat support software is one of the best ways to offer top-notch customer support. However, customers will be happier if e-commerce businesses use the right chat support software. 

Features of Chat Support Software:

With such a lucrative opportunity to grab customers, what feature should you look for in chat support software? That’s where this blog comes into play. In this blog post, we will discuss the top features to look for in chat support software. Let’s dive into the topic:

1: Live Chat Support Software 

Live chat is one of the fundamental and essential features of chat support software. It enables customers to get instant assistance and support from a chat support agent without waiting longer. The live chat feature improves the overall customer experience and boosts customer satisfaction. It is ideal for quick questions and concerns that don’t require lengthy discussions. 

2: AI-Powered Chatbots 

AI-powered chatbots are the future of the live chat support industry. However, they have become increasingly prevalent in the customer support sector. They are perfect for multitasking and managing numerous chat sessions at once. Additionally, AI-powered chatbots can provide 24/7 support to customers. Chatbots can significantly reduce response times and improve customer satisfaction.

3: Mobile Optimization

According to an online statistic, over 270 million US consumers have smartphones. In the last six months, 79% of smartphones were purchased online through their online e-commerce platforms. Furthermore, it is estimated that smartphones will account for more than half of all e-commerce sales during the 2022 holiday season.  

With this many users in mind, choosing chat support software that can be easily set up for mobile phones is essential. However, mobile optimization will enhance customer engagement and improve overall customer satisfaction. 

4: Omnichannel Support

Omnichannel support allows customers to connect with e-commerce businesses across multiple channels like email, social media, and chat. It is a strategy that involves helping customers in many different ways and channels. Customers can get help from customer service representatives regardless of their connect channel. The omnichannel support differentiates it from the traditional support system in which the teams primarily focus on a single platform, such as phone, email, or chat support. 

5: Integrations With Chat Support Software

It is easy to integrate good chat support software with other tools and platforms. Combining chat support software with other tools will be more practical and improve customer satisfaction. Integration should be possible with software for customer relationship management (CRM), marketing automation tools, and e-commerce platforms. Integrations ensure that customer service representatives can get all the information and data they need about customers.

6: Chat Monitoring

Chat monitoring can give helpful information about how customers act and what they like, which can be used to improve the chat support experience. It is essential to ensure that chat support software works well and that customers get the help they need quickly and correctly. Monitoring chats can also help find problems or places where the chat support process could be improved. For example, if you keep an eye on chat transcripts, you might find that customers have the same questions or complaints repeatedly. 

Read Also: The Role of Chat in Building Trust with E-commerce Customers

7: Track Visitors with Chat Support Software

Visitor tracking is a valuable feature of e-commerce live chat software that can make it work much better. With visitor tracking, online businesses can watch what their website visitors do in real-time and learn about their likes, dislikes, and plans to buy.

By keeping track of what visitors do, e-commerce live chat software can help customers in a way specific to their browsing history, location, and other factors. For example, suppose a customer spends significant time looking at a particular product page. When that happens, the chatbot can offer help or suggest products based on the customer’s interests.

8: Automation

Automation is an important feature to consider when looking for chat support software. Automated features help speed up the chat support process, make it more efficient, and give customers quick, correct answers.

One of the primary benefits of automation is that it can help reduce response times. Instead of waiting for a human agent, customers can get automated responses to frequently asked or simple questions. This can improve customer satisfaction while reducing customer service representatives’ workload.

9: Notifications

When choosing chat support software, it’s essential to have a live chat service with a notification feature. Notifications ensure that customer inquiries are promptly addressed and no chat goes unanswered. A ” notification ” feature lets customer service agents or chatbot operators know when a new chat message comes in. This notification can be a sound, a pop-up message, or an email, depending on how the software is configured.

10: Reporting and Analytics

Reporting and analytics are essential features of chat support software. They provide valuable insights into customer behavior and satisfaction levels. E-commerce businesses can improve their customer service strategy by using reporting and analytics. The right chat support software can make a big difference in how happy customers are with their experience.

Bottom Line

Chat support software is essential for any e-commerce business that values customer support. However, the right chat support software significantly impacts customers’ overall experiences.  EIDIKO HR offers exceptional chat support services in the region. All the essential features in this blog are built into our chat support software. If you have been looking for a reliable and efficient chat support service, look no further than EIDIKO HR.