Before you start talking to live chat vendors – even us – you should spend some time considering and articulating your unique requirements. Are you looking to augment your current phone-based customer service offering? Do you want to tap in to the power of AI to handle after-hours inquiries or boost your agents’ responsiveness? There are many angles to consider. We’ve compiled this list to get you started.
- Visitor monitoring and tracking
- Agent monitoring and tracking
- Rules-based routing
- AI-powered (bot) interaction
- e-Commerce integration
- Social media integration
- CRM integration
- Multi-language capabilities with auto-translate
- Chat analytics
- Branding and customization
There are of course many other capabilities and considerations you may have. To that end, we have prepared a more exhaustive checklist that you can download here. In fact, you can likely use it as a Request For Information (RFI) to submit to potential suppliers. It’s yours for the taking. Here’s a sneak peak at the core categories in the checklist:
- Company details, history, and customer data
- Implementation and Support services
- Hardware and software requirements
- Security and Compliance
- Configuration and administration
- Agent-side capabilities
- Visitor-side capabilities
- Routing
- Branding
- Integration
- Licensing
