Comm100 Live Chat provides an efficient way for your business to reach out to your prospects and assist your customers. Making the best of Live Chat helps you improve customer satisfaction and strengthen customer relations.

This article acquaints you with the list of Live Chat best practices by providing features and options that you can use with Comm100. This article covers the following topics:

• Keep your Live Chat On-Brand
• Deliver Proactive Customer Service
• Reduce Response Time
• Leverage Troubleshooting Resources
• Listen to Customers
• Track Live Chat performance
• Improve Live Chat security

Keep Your Live Chat On-Brand

It is essential to have a live chat presence reflecting your brand identity. Comm100 allows you to customize customers’ live chat experience from before the chat starts to after the chat ends. You can customize the style of chat button, chat invitation popup, pre-chat window, chat window, offline message window, Post-Chat Survey, and Interface language to keep live chat in the same tone as your branding presence.  

Deliver Proactive Customer Service

Instead of waiting for your customers to reach out to you, you can make the first move to help your customers. Proactive customer service increases customer engagement and improves the quality of customer service. Comm100 allows you to implement proactive customer service in both automatic and manual ways.

• Invite visitors automatically
  Invite visitors to chat with you by sending automatic welcome messages based on pre-defined rules.
  
  To learn about how to send an automatic invitation, see this article.
• Invite visitors manually
  Agents can monitor visitors who are browsing your website and send personalized messages to the visitors.
  To learn about how to customize the manual invitation, see this article.

Reduce Response Time

Providing quick and efficient responses is key to superior customer service. Comm100 provides versatile features for you to reduce the time your customers need to wait in the chat queue and the time for agents to send out accurate responses.

• Use the pre-chat form to collect information
  Collect customers’ information before the chat to free agents from asking the same standard questions and direct the message to the right person. Comm100 allows you to customize the pre-chat fields according to your requirements.
  
  To learn about how to use a pre-chat survey, see this article.
• Route customers to the right person
  Set up routing rules to direct customers to the right person or department based on their location, source, language, or other information. Comm100 also allows you to route customers to agents with matching skills.
  To learn more about creating routing rules, see understanding routing rules, skill-based routing.
• Accept chat requests automatically
  Distribute chat requests to agents according to pre-defined rules. Auto distribution frees your agents from manually accepting chat requests, and your visitors don’t need to wait once they initiate chat requests.
  To learn about how to distribute chats automatically, see this article.
• Create canned messages
  Create canned messages beforehand for easy re-use in similar scenarios. Agents can send canned messages quickly by using shortcuts.
  
  To learn about canned messages, see managing canned messages, canned message best practices.
• Deploy a Chatbot sensibly
  For large concurrent chat volumes, consider deploying an AI-based Chatbot. A Chatbot automates the resolution of simple questions and allows agents to focus on complex issues.
  To learn more about Chatbot, see creating a Chatbot, Chatbot best practices.
• Allow customers to leave offline messages
  If you are not providing 7/24 support, allow customers to leave offline messages when your support team is out of business hours. In the same way, allow them to leave messages when waiting in a chat queue. When enabling offline messages, remember to follow up on them to provide timely support.
  
  To learn more about how to use offline messages, see this article.

Leverage Troubleshooting Resources

Reference available resources to troubleshoot customers’ problems more efficiently. With Comm100 Live Chat, you can use alternate media like images and videos, Knowledge Base articles, and visual engagement technologies to clarify and troubleshoot issues.

The resources available in Comm100 Live Chat include:

• Knowledge Base integration
  Integrating Comm100 Knowledge Base with your Live Chat enables you to make the most of a self-service platform. It allows customers to perform a knowledge base search before chatting and enables agents to send detailed how-to guides and FAQs quickly.
  
  To learn more about Knowledge Base integration, see this article.
• Audio & Video Chat
  Talk with and see your customers over chat to resolve issues more efficiently. Audio and video call also help you create a human connection with your customers.
  To learn more about using Audio & Video Chat, see this article.
• Co-browsing
  In complex technical scenarios, access customers’ browser windows to guide them through, or request control of the customers’ browsers to help resolve their problems in real-time.
  To learn more about using co-browsing, see this article.

Listen to Customers

Collecting customers’ feedback and keeping track of their needs allows you to go further to meet their expectations. With Comm100, you can collect users’ feedback after the chat ends, and attach wrap-up comments in the middle or at the end of a chat.

• Collect customers’ feedback with a post-chat survey
  Collect customers’ feedback to understand how they feel about your service and how likely they would recommend your products. Make the best of the information collected to improve and meet customers’ expectations.
  
  To learn more about using a post-chat survey, see customizing the post-chat survey, adding an NPS to a post-chat window.
• Attach chat wrap-up comments
  Add wrap-up information to categorize chats or keep a record of customers’ unique needs during a chat. The wrap-up category allows you to retrieve or review chats more easily. You can also customize the wrap-up field to fit your own business requirements.
  
  To learn more about using agent wrap-up, see this article.

Track Live Chat performance

Track live chat details and metrics to optimize your customer service performance, and in turn, to improve customer satisfaction. Comm100 Live Chat allows you to review the communication details in every chat and check live chat reports consisting of a variety of performance indicators.

• Review chat transcripts
  Review the exact interaction details between customers and agents. Reviewing chat transcript helps you realize what kind of procedures and solutions add up to or decrease customer satisfaction.
  To learn more about tracking chat transcripts, see this article.
• Track metrics via reports
  Track the performance of your customer service with measurable metrics. Comm100 provides robust reports with metrics that matter most to your chat quality, agent performance, visitor satisfaction, and so on. You can also customize the report to meet your unique requirements.
  
  To learn more about how to use Comm100 reports, see understanding Comm100 reports, creating a custom report.

Improve Live Chat security

Your live chat service is not just about one-time communication. Security in data transmission and storage is of utmost importance to you and your customers. Comm100 adheres to the highest international standards for network security and data protection, and provides a wide variety of security options to protect data security. The options that Comm100 offers include:

• Password policy
  Password policy allows to set up rules to ensure the complexity of agents’ passwords, which can minimize the risk of password attacks.
  To learn more about password policy, see this article.
• Two-Factor Authentication
  Two-Factor Authentication (2FA) is a security process in which two different authentication factors must be provided to verify your identity. 2FA adds second-level security by protecting your account from unauthorized access.
  To learn more about Two-Factor Authentication, see this article.
• IP allowlist
  IP allowlist allows you to protect your system against unauthorized access by restricting the login to a set of trusted IPs or IP ranges. When enabled, your Comm100 account only accepts logins from the IP addresses you added to the allowlist, thus reducing the risk of information leaks.
  To learn more about IP allowlist, see this article.
• Single Sign-On
  Single Sign-On (SSO) allows your agents or visitors to access multiple applications with one set of login credentials. With Visitor SSO, you can authenticate visitors’ information before the chat starts. With Agent SSO, your agents can have a single login access across Comm100 and other applications.
  To learn more about SSO, see Visitor Single Sign-On, Agent Single Sign-On.

Apart from the listed features, the Comm100 Live Chat solution includes a series of options that you can use to increase the security of your account. To learn the details about security best practices, see this article.