Several unique terms and phrases describe the features of software we review on this site, some easier to grasp than others. This list briefly defines terms relevant to Live Chat Support Software.

Click here for a complete side-by-side comparison of Live Chat Support Software

You may also be interested in these review sites... eCommerce Software Website Creation Software Email Marketing Services Web Hosting Website Template Services

Ratings

Ease of Use

Chat software should be simple enough for any business person to set up, understand and use.

Setup Ease

We look for clear instructions, visual helps, and setup troubleshooting options.

Multi-Tasking Ease

We rank chat software on efficiency-if your chat operator can accomplish a task in one step instead of three with the software your company and customers save time.

Monitoring Capabilities

Track who is browsing your website and see where they came from (such as which search engine or website link).

Feature Set

All chat software offers your company power to chat; additional features add convenience, safety, and marketing power. We rate all these items.

Help/Support

Chat services offer support through telephone, email, online live chat, and/or online text help, such as a frequently asked questions page.

Additional Pricing Info.

5 operator per month

If your company uses 5 chat operators, this shows your monthly cost with each live chat service.

20 operator per month

If your company uses 20 chat operators, this shows your monthly cost with each live chat service.

Setup Fees

The cost to begin the chat service with the live chat service provider.

Max Number of Operators

The maximum number of chat operators possible with a live chat plan.

Cost per month for additional Operator

Extra charge for each new chat operator added to your live chat system.

Features

Online/Offlline Messaging System

When the chat operator is unavailable, customers clicking on the chat icon will be connected to an email server to leave an email message.

Built-In Chat Buttons/Images

Default images allow you to select the look of your customers' chat window.

Customizable Chat Buttons

Similar to Built-In Chat Buttons/Images (above) except this feature allows more customization, giving you more freedom to alter the controls on your customer chat window.

Customizable Chat Window

Personalize the look and feel of your customer's chat window with your company name, colors and logo.

Remote Administration

After logging in, you can update and administer your chat system from a separate location.

Self-Generating Scripts

A programming code that allows your company to create a total custom look for your chat window.

Chat Operator Convenience

Sound Alerts

A ringing sound that alerts operators to a new website visitor.

Visual Alerts

A small window that pops up when a new website visitor appears.

Canned Greetings

Prewritten greetings for use in chat to give customers a fast, general welcome or response.

Modify Canned Greetings

You may alter canned greetings to include specifics, such as your company name.

Built-In Spell Checker

Allows chat operators to spell effortlessly. Most built-in spell checkers correct spelling as the operator types; suspected errors are marked and can be corrected before the message is sent.

Preview Text Before Visitor Sends Message

Chat operator can watch the message as the customer types it in (before customer presses the "send" button).

Multiple Chat Sessions

Chat software allows several simultaneous chat sessions.

Chat Transfer to Other Operators

Used when a chat operator needs to transfer a customer to another representative; similar to a telephone transfer.

Chat Customer Convenience

Typing Indicator

Your customer can see when your chat operator is busy typing a message; this lets the customer know they will soon receive a response. Some chat services also allow the operator to see when customer is typing a message.

eMail Chat Transcripts

Chat representative or customer can opt to email the chat to anyone, including self.

Force Images

Chat operator can send customer a picture, such as a specific product photo.

Force Webpages

Chat operator can open a new webpage window for a customer while chatting.

Document Sharing

Chat operator can send customer a document, such as a copy of a bill or a form.

Co-Web Browsing

Customer can open a new webpage for the chat operator to view while chatting.

Marketing Features

Floating Invitation to Chat

Management can set the chat window to float up and down one side of the screen as the customer moves around your webpage. For an example, see our Live-Chat-Software-Review Homepage.

Live Keywords

The chat service instantly shows what keyword the customer used to find your website. This information helps you hone your marketing.

Advertising Features

This tool allows you to advertise to your customers with a banner ad inside the chat window.

Customer Survey

You can opt to send customers a survey to rate their chat operator after chat is complete.

Safety Features

SSL Secure Data Transfer

Chat operator may chat with the customer over a secure Internet connection; useful when discussing sensitive data (such as a credit card transaction).

Block IP Addresses

Chat operators can block IP addresses of nuisance callers.

Tracking Abilities

Repeat Visitor Identification

Allows the chat operator to automatically deliver a customized greeting: "Welcome back, Customer Name." Also allows operator to look up former chats to learn when the customer last visited and which pages were viewed.

Visitor History/Transcripts

More than a tally of numbers, the chat operator can make detailed notes in a visitor history; useful for tracking promises made and kept.

Track Visitor Refer

Track where customers came from, how customer found your website (from a search engine, a link, etc.)

Track Visitor Footprints

Watch where visitors go on your website, what order they visit pages, how long they stay on each webpage.

Traffic Monitoring Abilities

Real-Time Visitor Alert

A signal lets chat operators know a visitor is on the website so the chat operator can choose to open an invitation to chat.

Proactive Invitation

Also called "forcing a chat," chat operator can initialize a conversation without the customer's consent. (Some customer computers block this.)

"Who Is" Browser Lookup

Look up a customer IP address or website.

Website Statistics Summary

Similar to browser look up, a chat operator can see the visitor's data, such as IP address, web browser, and general location.

Customer Support

24/7 Support

Technical support is available anytime.

Live Chat Support

Help is available online through live chat.

eMail Support

eMail support is available.

  ©2003 – 2008 TopTenREVIEWS, Inc.