After studying 11 kinds of real-time chat software, I found that they all have these functions

key word ： Chat plug-in function 、 Automatic chat robot 、 User operations

Check the list of the latest and best e-commerce enterprise real-time chat software tools , From free chat applications to integrated platforms .

according to TechJury The data of , Three quarters of customers say they prefer real-time chat , Not any other customer support channel . With the increasing demand for real-time chat integration , And the benefits of saving time and money for your customer support department , The real-time chat option is one of the best applications you can integrate into e-commerce websites .

In this article , We have an in-depth understanding of 11 This real-time chat software is the most important function in the real-time chat solution .

The functions that real-time chat software should have

There are many real-time chat solutions , But not all solutions are the same . Choose the best chat gadget for your e-commerce website , Be sure to choose a solution that includes the following functions ：

1、 Automation and macros

You should be able to automate various daily tasks , Such as greeting customers 、 Collect name and product information , Or send follow-up survey . for example , Automated chat robots can start real-time chat with customers who meet certain standards . Find macros , Or templated messages and replies , To help your real-time chat agent work quickly and effectively .

SaleSmartly Real time chat also provides the ability to build a chat robot , Improve customer response efficiency , Increase collaboration between teams . Through automated process services , Help improve customer service efficiency . At the same time, it supports mobile end applet , Reply to customer inquiries from all channels anytime, anywhere .

2、 Chat robot and real-time chat options （ And the ability to switch between them ）

By integrating chat robots and real-time chat into your e-commerce store , You can solve most problems automatically , At the same time, customers can choose to contact real-time agents , To solve more complex problems . Installing a chat robot on your website can also provide 24/7 customer support ,64% My client said 24/7 Support is the best function of chat robot .

3、 Real time analysis

The real-time chat support solution that provides real-time analysis allows you to pass the response time 、 Wait time, customer satisfaction rating and other indicators to measure the performance of customer support representatives .

4、 Brand customization

Be able to add customized brand elements to your chat window , Such as your company logo or slogan , It can bring a more unforgettable and professional feeling to your e-commerce website .

5、 Multiple integrations

The best real-time chat applications can integrate with other applications in your store , Such as social media messaging applications and delivery tracking applications , To get more interconnected and seamless customer service experience .

SaleSmartly Integrated Messenger、WhatsApp、Instagram、Line、Telegram、Email And other multi-channel chat management plug-ins , It can help sellers reach overseas consumers in an all-round way ; Support at the same time 100+ Real time language translation , So that sellers and overseas consumers can have barrier free communication . It lets you know your customers , And help you turn them into super targeted Facebook And email marketing campaigns . When you integrate the software with your store , Subdividing your contact list becomes an automated process .

6、 As part of the integrated customer service platform

Many real-time chat solutions are packaged as part of a larger customer service platform , Including telephone support and service desk with ticketing system . If you want to offer your customers a wide range of support options , And optimize your CS The internal workflow of the team , Please find a multi in one platform .

7、 File and screenshot sharing

Share images 、 video 、 Screenshots and other files , Such as user guide or receipt , It can make the process of assisting customers through real-time chat faster 、 More efficient .

8、 Voice and / Or visual notification

Voice and / Or visual notification can be used to notify the customer when the agent submits a reply , If the customer opens another window or is distracted during the chat , They will be prompted to navigate back to the real-time chat window .

use SaleSmartly Provide real-time chat services for your online store

SaleSmartly It can provide the most comprehensive 、 One of the most versatile customer support platforms . Use SaleSmartly, In addition to the e-commerce service desk and ticketing system , You can also expect AI driven chat robots and real-time chat support . Send automatic updates and messages , Automate common customer support tasks , And more .