The Live Chat Buyer’s Guide: What to Look for and How to Ask

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Chapter 2

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

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