We use LiveChat to guide web visitors to our website whenever they encounter trouble either why trying to shop for products or when they need to find out more information about services offered by our firm.
User timeline: Whenever we encounter returning customers to the support team LiveChat provides all of their previous chats readily in the chat window. With no need to switch back and forth between the chat and the Archives menu. This has saved us a lot of valuable seconds.
File sharing support: Livechat allow us exchange files with our customers on chat, with no need for web links or email attachments.Attachments are done vi a vis simple drag and drop feature. For users who have their files on Dropbox, they can easily connect to it too via Livechat.
Popup customization: I wish LiveChat would allow users to customize popup notifications.
Mobile application: The current Livechat mobile app. only allows the support team to chat with customers on the website. We are currently unable to access or respond to the created ticket via the mobile app. but only via the desktop program.
Customer chat history: Livechat has enabled us to manage a database of past conversations of our customers. Thereby providing us with an easy follow-up on past conversation history between the support team and a customer.
Measuring performance; Livechat provides a daily update of our support team activity; detailing the total number of chats, number of chats completed, number of chats uncompleted, and number of chats left unanswered. Allowing us to measure our support team overall performance.
Improved conversion: LiveChat has helped reduced our website churn rate. As the availability of Livechat on the website empowers our support team to monitor and guide visitors to our website and helping convince them to make purchases.
Livechat is a perfect tool for staying in touch with customers on our company website; it also supports all related activity like serving as a medium for customers to open tickets when help desk staffs are offline. Overall, it ticks all the box in terms of what's expected from a helpdesk tool.