Three Things To Consider When Choosing a Live Chat Software [Video]

There are a large number of potential live chat software providers on the market today. So how do you begin to decide which is right for you? Whether you’re thinking of using it for your small business website, or to boost your large enterprise, this video gives you three key considerations in picking your provider.

 

 

So what are three key considerations in making this decision?

1. Overlay or Pop Out?
2. What level of customisation is available?
3. Web, desktop and mobile clients

Overlay or Pop Out?

When using chat, there are usually two main ways in which the box will display. An overlay format means the window sits on top of, or overlays the site, hence the name. This is the kind of chat window you may have experienced using Facebook chat. The overlay window containing the conversation means that the window travels with you around the site. It also allows the customer to absorb the entire experience – what I mean by that is they can engage with the website and content you’ve created in the way you want it displayed, whilst having a chat with you. This creates a really great and integrated chat experience, where the user can build a relationship with a representative and the sites content at the same time.

The Chat Shop live chat design for Base One

A pop out chat creates a more focused user experience. Here the user will have to decide whether they are focused on the chat, or on the site itself. Creating an integrated chat-browsing experience is more difficult, but having a box that can be easily moved and minimized/maximised to the task bar is a benefit. For technical support issues where you’re addressing a particular issue that requires a large amount of instructions, or complex information to be relayed, the pop out window can come into its own as the user can totally focus and even maximize the window so the chat becomes the main screen. If you’re looking to use chat as a more in depth sales chat, rather than aiding the users sales process onsite, this will also suit a pop out format, as the customer is fully focused. Just remember there will be a lot of customers that click onto the site or get distracted and forget the window is hiding behind all the other stuff they have going on!

The Chat Shop live chat design for Lotaris

If your heart is set on one or the other, make sure the software provider you’re looking at offers that potential. Some will only offer one or the other, whilst some offer both meaning you get to make your final decision on other criteria.

What level of customisation is available

You’ve spent time and money creating a site that represents your brand and services well, so why ruin it with a slap dash chat box?

Different software offer different levels of customisation. Generally speaking, all chat software will allow you to pick from a set of colours in order to match the look and feel to your site. Other chat boxes may have set areas where you can add a picture or banner, such as the LivePerson example above.

If you want your live chat look like it’s really part of the site and not an afterthought, make sure you take time to customise it. Speak to software providers and ask what level of customisation is possible “out of the box” and what other customisation can be achieved using coding such as CSS. It’s also worth understanding what support they offer in getting the chat how you want it to look. Most companies will provide recommended partners who can customise their software for you if they do not offer the service in house.

A LiveChat Customer Happiness report found that only 16.3% of businesses used the full customisation options of CSS in their LiveChat implementation, meaning that you can stand out from the crowd in taking that extra step.

A site that has not taken the time to customise the chat box to their brand

Our own live chat customisation on The Chat Shop

To pick the right software for you, understand what options are available to you with the software you’re considering and what skills you’ll need to create a beautifully customised window. It really is worth the extra effort.

Web, Desktop and Mobile Clients

Crucial to how you manage the chat is what client you’ll use to handle and respond to the chats.

Different software providers offer different tools with which to manage their chat. Understanding what’s available to you, what works for you and your needs is a key decision when picking the right software.

Web clients offer the benefit that you can login anywhere and no software updates will be required. This does however mean you’ll need to keep a browser open and a careful eye on it to ensure you’re handling the chats as they come in.

Desktop clients operate much like any other software programme. It’s worth noting that some software providers such as Olark will offer a desktop-based application through existing IM software. This means that the programme hasn’t been purpose built for the chat, and therefore the information available and interface isn’t designed specifically to handle live chat.

Other chat providers have their own desktop-based client, designed specifically for that software. If you’re looking at handling a reasonable amount of chats, using multiple operators or just having the best information at your fingertips, a custom built desktop client is a good solution.

For smaller business owners that may want the benefits of chat but don’t have the staff to handle their chats, a mobile/tablet application maybe a good compromise. Software providers that offer this allow you to receive and manage chats right from your mobile device, meaning you can handle chats on the go.

Consider how you’d prefer to manage your chat software and then make sure your preferred supplier has the clients available to accommodate that.

Overview

It’s important to shop around to understand the different features each chat software supplier offers. Some will offer most of the above, others a selection. Deciding how you want users to interact with the chat onsite will dictate whether you’re looking at an overlay or pop out solution.

Customisation is an underutilised tool in creating higher chat adoption and customer satisfaction so bear that in mind when considering what options different software providers present you with.

Of course, delivering the chat through a client that suits your needs is one of the most important criteria. Understand what tools they offer to deliver chat, and how user friendly these are. How you’re going to manage the chats coming in is your key decision point here.

One thing is clear; sites without live chat are missing out, so start your research and get your site up and chatting with the software that works for you and your goals.