Clicking each will take you to the current, detailed view for each category. The dashboard shows the most important real-time metrics for the day, such as ongoing chats, unassigned tickets, and logged-in agents. Click on any name or IP address in the queue and you'll see detailed info such as location, visited pages, and the cumulative number of visits and chats. This list shows which customers are chatting, waiting for a reply, supervised, or just browsing. From here, you can proactively start a chat either with a pre-made greeting or by clicking on the pencil icon and typing a custom note. One of the main menu items is Traffic, which shows a list of all visitors on your site. The agent you're chatting with will see your message in their chat, but it won't be visible to the customer. To start Supervision, click on the agent conversation you want to interact with, select Supervise chat, then type a message. When you do respond, it will go to both the customer's chat widget and email.įor managers, intelligent chat routing distributes chats evenly to available agents, and the Supervision feature lets you train agents during live chats behind the scenes. For example, a customer can send a chat even if it's after business hours, and it will be waiting for you in the chat queue. This feature lets you and your customers communicate by chat and email even when one or the other is not online. Once you're up and running, you'll have all the major features you need: chat transfer, message sneak peek (see what a visitor is typing as they type), transcripts, and Messaging Mode. The times I've had to use their chat support, they were quick to respond and answer my questions.
#MAC LIVE CHAT SUPPORT PLUS#
You'd be hard-pressed to get stuck setting up your chat, but if you do, each plan comes with 24x7x365 phone, email, and chat support, plus an extensive knowledge base. From there, clicking on the settings icon brings up everything you need to customize the widget and set up the other features.Įach setting includes a brief explanation of its purpose with intuitive, visual instructions for setup and activation. To begin, I installed the chat widget on my site using LiveChat's WordPress plugin. The core functions-chats, traffic, tickets, reports, settings, and help, among others-are labeled icons listed vertically on the left side of the screen. The first thing you'll notice is the clean and modern feel of the chat console. For teams that need more than just chat and ticketing, the company also offers separate but integratable chatbot, help center, and knowledge base products. LiveChat is an app with plenty of support-focused features wrapped in an attractive UI that makes it a pleasure to use. We made sure that our selected live chat apps integrated natively or through Zapier with popular CRM, helpdesk, marketing, and eCommerce platforms. Other features include ticket management, multi-channel chatting (e.g., SMS, social, video), bots, chat transfer, and automated messages. Even better is a publicly-shared knowledge base, where customers can help themselves from a search of articles. For example, having a knowledge base a few clicks away can help agents help customers solve their problems quickly without having to engage a more experienced teammate. To help make your service staff more efficient, we looked for apps with advanced support features. You'll find a combination of these and other management-related tools in the apps we selected.Īdvanced support options. Some of the features that can help are staffing prediction, real-time activity reporting, chat monitoring, and automated chat routing. To find success, you'll need to monitor, measure, and improve your team's chat performance. Yes, live chat can improve your customer service, but it's still just a tool. We made sure, through our testing, that each of these apps was easy enough to deploy and use without feeling like you were learning a new language. That said, some vendors make the user experience more enjoyable than others. Live chat is designed to be user-friendly even if tech isn't your thing. Some are even free.Įase of setup and use. Most of the apps on this list start at around $15/user/month and don't go higher than $100 except in the case of enterprise plans.
#MAC LIVE CHAT SUPPORT FULL#
For more details on our process, read the full rundown of how we select apps to feature on the Zapier blog.įor consistency, we evaluated each platform using the same five criteria:Īffordability. We're never paid for placement in our articles from any app or for links to any site-we value the trust readers put in us to offer authentic evaluations of the categories and apps we review. We spend dozens of hours researching and testing apps, using each app as it's intended to be used and evaluating it against the criteria we set for the category.
All of our best apps roundups are written by humans who've spent much of their careers using, testing, and writing about software.
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