Member Article

Live Chat Software Fact or Myth?

Many people have opinions of live chat software; it’s easy to get confused about what is actually true. Here we test your knowledge to see if these 8 points are facts or myths.

Are you ready to begin?

1. Responses to campaigns increase with Live Chat

Fact- Customers will respond to offers and discounts by contacting live chat representatives as revealed in a study by eConsultancy. Ensure live chat is available during campaigns to encourage visitors and customers to engage.

2. Live chat will not grow any further

Myth- definitely a myth, the popularity of live chat is at an all-time high, with ContactBabel reporting the current reality of live chat as a direct replacement for the telephone.

3. People like to chat

Fact – with the adoption of live chat software for businesses quickly taking off in the US, they are still the chattiest worldwide, however the UK is fast catching up.

4. Companies will start chats with visitors

Myth – Companies with live chat software do have the ability to invite visitors to chat, however the control always stays with the visitors whether or not they accept an invitation.

5. Live chat software only includes chat

Myth – In a report from the Loyalty Marketer’s Association, they show that live chat software is a valuable tool, not just for chatting with customers but for collecting marketing information to improve customer relations.

6. Live chat software can be browser based and downloaded

Fact- some providers only offer browser based systems; however the best providers also offer desktop applications to make every day use simple as possible for operators.

7. Live chat software is not safe

Myth- Live chat software is as secure as a payment page, with majority of providers using strong SSL encryption. Individuals prefer live chat over phone calls due to the anonymity.

8. Once you chat you never go back

Fact- Once visitors complete a satisfied chat with a business; live chat will always be their preferred option on returned visits.

The above myths are only some that we have heard, but now we hope that we have given you the answers you need in case someone had influence your decision on adopting live chat. If you have any other points of concern, speak with our advisors who will be able to distinguish the facts from the myths.

This was posted in Bdaily's Members' News section by Click4Assistance .