Assessing Your Needs

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