I have personally tried many online support chat software for ecommerce clients. Most of them lack rich features; some are priced too high for a small ecommerce business. If you’re starting a small ecommerce business, live chat support is a must feature. Let me quickly explain why live chat support is must for an ecommerce site? Your customers get disconnected from your site if their questions aren’t answered in real time. Live chat is convenient for a customer to quickly get answered from an online chat support. Live chat support can cut down phone expenses, Single employee can answer multiple queries, overall it taps into customer pain points.
One to One text is live chat support software which has awesome features. It is a multi operator live chat support tool that can be installed on both Windows and Mac OSX. With one to one text live support tool, you can support 10+ clients at the same time with a friendly UI and powerful desktop tool. It has priced the multi operator version from $10/month. Single operator version is totally free.
Single operator version means only one person can assist all the queries from different customers. But you can use OnetoOnetext chat buttons on more than one site, page and domain. Your subscription package defines only the number of operator profiles within your company account. Apart from the free version, it has 4 versions Basics, Small, Pro & Enterprise. All plans are available for 30 days free trail. No credit card required.
Once you’re done with signing up on One to one text, your dashboard provides options to personalize your account, define separate logins for your customer support representatives, called “operator profiles”, etc.
Now download the standalone operator tool to assist your support queries. Login to your desktop support tool with the credentials shown in the dashboard. Get the chat button code from the dashboard and paste it on your website. You can either make it floatable on the homepage sidebar or you can place them in the footer/header area.
You can create different operator profiles for different departments. You can customize the chat window, text labels and form fields. You can even get all the chat history stored in your dashboard. The desktop tool shows visitors identity such as country, city, IP address etc.
This tool has live user navigation in co-browser which means as your potential customer navigates through your website; your operator can follow them through Co-Browser. This helps in better understanding of customer’s questions.
Another interesting feature is, you can contact other operators, even if they are in another live chat. So 2 or more operators can join a customer and answer his queries. You can even create a menu of “canned” messages, prepared responses and greetings designed to save typing time. Read more features here.