2021年的12个最佳实时聊天应用程序用于客户服务和支持

When I was on HubSpot's customer service team, I became one of their first representatives to provide support through a live chat app.

I had worked on phones and email support my entire career, and moving tolive chatimmediately changed my perspective of customer service. It was a medium that provided the perfect balance between phone and email support, and I saw my productivity skyrocket in a way that I wouldn't have ever imagined.

我也不孤单。在支持经理观察到其他代表的这一改进之后，聊天团队迅速扩展。最初从10人组成的小团队已经增长到50多个代表，他们为世界各地的客户提供24/7的支持。

While this may seem like an aggressive approach to some, HubSpot isn't the only company that has invested in adopting live chat apps for customer service.

在本文中，我将介绍为什么您应该使用实时聊天应用程序进行客户服务，并分享即将到来的一年的最佳选择。

但是首先，让我们浏览实时聊天应用程序的基本定义。

Live chat is quickly gaining ground as a fundamental component for providingomni-channel customer service and support。

实际上，nearly one in three公司仅在去年就向其网站添加了实时聊天。许多公司正在意识到现场聊天可能会增加他们的潜在利益客户体验as well as the advantages it creates for customer service and support teams.

这re are many reasons to add a live chat software to your website, so it's important to understand the different benefits it can provide for your business.

为什么使用实时聊天应用程序进行客户服务和支持？

这advantages of using live chat不能低估。实时聊天应用程序可以通过帮助您提供一流的客户支持来帮助您与众不同。

But that’s not the only reason why you should use it. The fact is that more and more people are reaching out via this channel because it removes common points of friction such as wait times and agent unavailability. To not offer it is to brush off the needs of a significant segment of your customer base.

With a live chat app, you can achieve the following feats:

1.吸引更多客户

Whether we like it or not, live chat is becoming a standard support channel incustomer service。Indeed, nearly一半消费者通过实时聊天接触公司。

即使您的组织不相信将聊天添加到其网站上，您的客户也会期望您最终。随着越来越多的企业继续采用聊天服务，当您的竞争对手吹嘘自己的新多通道支持系统时，您不希望成为竞争对手的落后者。

2。Reduce Customer Pain Points

在您的网站上包括实时聊天的另一个重要原因是improve the customer experience。聊天支持提供了一些独特的好处，手机支持根本无法匹配。

对于客户来说，最大的痛苦之一就是被搁置太长了。聊天可能会在对话中有轻微的休息，但是它们永远不会包括正式的持有，因为代表在研究和准备解决方案之间有更多时间。

这极大地改善了客户体验，因为它基本上消除了完全的持有。

3.提高支持可用性

Chat support can also influence customer experience because of its ease of use and constant availability.

研究表明60%当客户能够快速解决问题时，他们认为服务体验是好的。实时聊天是提供立即支持的好方法，因为可以将小部件24/7显示。代表可以指导用户完成客户的旅程，并帮助他们确认购买。

Even if reps aren't available,chatbots可以在支持时间之外使用，将客户指向您的自我服务资源，例如您bob体育苹果系统下载安装知识库。

为什么要使用聊天机器人？70％的消费者报告他们对客户支持查询感兴趣或使用聊天机器人感兴趣或使用聊天机器人，许多人甚至无法分辨与人类或聊天中的机器人一起工作之间的区别。

无论是路由新聊天还是解决简单的问题，这些机器人都可以帮助增加客户服务的带宽和支持团队，而无需扩大您的工资。

Now that you know why you should add a live chat app to your website, it’s time to go over the key features that you should look for when choosing an app.

Essential Live Chat App Features

An ideal live chat app will help you turn website inquiries into sales and unhappy customers into brand advocates. But that won’t be possible unless you have the tools to make that happen.

Ensure that your live chat app offers the following features:

• 个性化: The live chat app should allow you to update the colors of the chat box to align with your branding.
• 集成: Your live chat app should integrate with your website. Double-check that the app is compatible with yourCMS。
• 领先一代：聊天应用程序应提供基本的潜在客户采集功能，例如捕获电子邮件的能力。理想情况下，这些电子邮件将变成您的联系人CRM。
• Opener or trigger: The live chat app should offer you the ability to trigger the chat based on visitor actions.
• 聊天机器人: Be sure that you can create at least a basicAI聊天机器人捕获电子邮件或直接访问自助服务选项。

许多实时聊天应用程序都提供了这些功能，这可能会使选择一个功能。为了帮助您缩小搜索范围，我们列出了今年要考虑的最佳实时聊天应用程序。

While live chat apps are seemingly abundant, each one can offer slightly different features. To get the right one for your target audience, it's important to consider an app that will best suit your customers' needs. Here are eight apps that we recommend for adding a live chat to your website.

While live chat apps are seemingly abundant, each one can offer slightly different features. To get the right one for your target audience, it's important to consider an app that will best suit your customers' needs.

这是我们建议将实时聊天添加到您的网站的应用程序。

1。HubSpot

HubSpot's Service Hubincludes a variety of customer service and support tools that can be used to create an omni-channel experience.

它最著名的功能之一是live chatand conversations inbox that allows users to centralize email, phone, and chat cases into one accessible location. Users can easily navigate to this inbox and work on any type of support case without having to switch tools or platforms.

Another useful feature is theticketing softwarefunction that can be used when following up on complicated support and service cases. Reps can create a ticket that logs the interaction beyond the live chat.

Both the rep and the customer can then return to that ticket at any time to continue working on a case. This is great for customers as it allows them to reopen a case if they have any additional questions for your rep.

Price:Free

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2。LiveChat

LiveChat is a messaging app that offers a variety of unique features for its live chat service. It can be integrated with mostCRM'sand website platforms.

One of its most notable ones is its "message sneak peek" feature, which can show customer service reps what customers are writing in the chat before they send it. That insight gives the rep additional time to prepare an answer so they can respond immediately to the customer. This creates a better customer experience while improving the individual rep's overall productivity.

LiveChat also offers a labeling system that allows users to label each chat for further analysis. Users can then rank and search previous chat transcripts by their label and analyze trends across all of the chat support cases. This organization allows customer service teams to see which support cases are the hardest to handle over the chat channel.

Price：每月$ 16

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3。Mobilemonkey

Giving customers the ability to use the chat app that’s already on their phone means that they’ll start more conversations with you. And when customers use live chat in their customer journey, it leads to more downstream revenue.

MobilemonKey的Omnichat将您与Messenger的实时聊天统一，以获取Facebook和Instagram，并将短信消息传递到单个消息收件箱中。

这种全渠道方法使您可以实时查看和对网站，Messenger，SMS和其他消息传递渠道进行的所有对话进行实时查看和响应。

Combining chatbots and live chat gets your customers answers to their most frequently asked questions with no wait time or staffing required. When questions require a personal touch, you can automate hot lead alerts and route conversations to the best live agent for the job.

实时聊天支持是一个很好的机会，可以注册人们进行持续的营销传播。Omnichat在Messenger和SMS（例如Messenge and SMS）上为您的潜在客户和客户提供无摩擦的选择，用于自动滴入序列。

Lastly, connect the opt-ins, signups, and leads generated from your chat messaging channels to your CRM, such as HubSpot, as well as your email service providers, training & webinar platforms, and other business applications.

Price: Free

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4.HelpCrunch实时聊天

HelpCrunch是一个多合一的客户支持解决方案提供强大的实时聊天功能。支持经理可以通过调整其颜色，按钮，图标和壁纸来调整聊天小部件的外观。他们还可以发送积极主动的聊天消息，以吸引网站访问者并在出现问题之前提供帮助。详细的客户信息可在聊天窗口中获得。

More importantly, the tool allows businesses to consolidate their customer communications under one roof. This functionality encompasses popups, email marketing, knowledge management, and email automation. The shared inbox contains all the incoming requests, where support reps can prioritize, manage, and resolve all kinds of issues.

此外，该工具为舒适的工作环境提供了所有必要的功能，包括保存的响应，私人笔记，知识库集成以及客户满意度和绩效报告。也有一些显着特征。例如，每一个看不见的聊天消息都会通过电子邮件对客户不满。

Price: $12/mo

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5.Pure Chat

Pure Chat是一种免费的实时聊天工具，旨在帮助企业将其第一个实时聊天功能添加到其网站。它允许用户使用一系列不同的设计选项自定义他们的聊天小部件，其中包括您可以上传自己的图像。某些聊天应用程序的设计并不那么灵活，但是纯聊天使您可以创建一个与公司品牌匹配的小部件。bob全站app

这y also offer a separate email form that can be used when chat is unavailable. The form is displayed during your team's off-hours and sends an email to your inbox regarding the missed chat. Instead of missing an opportunity to provide support, your team can follow up via email as soon as you're back in the office.

Price: Free

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6.Olark

如果您正在寻找聊天分析，Olark提供了实时聊天服务，其中包括“最新的实时聊天指标”。借助Olark的工具，您可以立即观察到聊天量，客户满意度和代理活动等数据。这可以帮助您客户服务经理make logistical day-to-day decisions when staffing their chat support team. They can even send a daily report to your inbox.

除指标外，Olark还具有自动化工具，可以帮助您的团队开放并路由新的聊天。这包括诸如预先编写的消息之类的工具，这些消息可以自动发送，并在聊天之间移动时节省您的客户服务团队的宝贵时间。

Price: $17/mo/agent

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7.Chaport

Chaport offers some unique live chat tools that can help create a more personalized chat experience. One example is its auto-invite tool that can send automatic chat invites to visitors based on a set of rules. This allows you to target a specific type of customer based on the visitor's traits or behaviors. You can identify customers who are likely to convert or likely to get confused and engage with them at timely opportunities.

Another personalization tool that Chaport has is its group chat feature which allows reps to transfer or join another chat in real-time. Instead of having to schedule a time to speak with a product expert, customer service reps can add the resource directly into the chat. This not only saves the customer's time, but it also creates an experience that feels dedicated to thecustomer's success。

Price: Free

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8。Freshchat

Freshchat's app focuses not only on the first interaction with the customer, but also on building the relationship with them after the chat. It includes a user segmentation tool that can segment users based on actions they did or didn't perform. You can then prioritize and reference these user groups when interacting with similar customers in the future.

Freshchat can also pull data from aCRM或电子邮件自动化工具,这样您就可以看到customer’s information during the chat. This can be extremely useful for converting customers who are likely to close or dealing with users who have a history of frustration with the product or service.

Knowing everything you can about a customer can be a huge advantage for customer service reps as it can significantly impact the customer's experience. Reps can leverage this information to steer the support case to an outcome that they know will make the customer happy.

Price: Free

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9。Comm100

COMM100是一种独特的实时聊天工具，因为它为任何语言提供即时消息翻译。对于国际公司来说，语言障碍可能是主要的障碍，雇用专门提供多种语言支持的代表可能会很昂贵。通过将即时翻译器集成到聊天软件中，公司可以在其网站上创建更普遍的服务和支持。bob电竞官方下载

COM100包含的另一个有趣的功能是优先级选项，该选项可以标记传入消息的重要性。此功能标志着被认为是最高优先级的案例，因此您的支持和服务团队可以快速解决这些问题。

该工具还可以强调对您业务最有价值的个人客户，因此您的代表知道下次客户伸出援手时正在与谁合作。

Price：$ 29/月

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10.Acquire

获取是一个消息传递应用程序，旨在减少客户的挫败感。

Its most notable feature is its chat continuation tool, which allows customers to continue previously closed chats. If a customer accidentally closes a tab or terminates a chat, they can easily return to the page and continue where they left off rather than having to start all over. This is great for customers who may be working on a complicated issue and don't want to waste time repeating their problem to another rep.

Acquire's live chat also offers built-in feedback tools that survey and collectcustomer feedback。这se surveys are displayed at the end of every chat and can be customized to the company's liking.

聊天可能是捕获的好地方customer reviewsas the survey is prompted right after they engage with the company. This is one of the best times to engage with customers and get their honest and immediate feedback on their customer experience.

Price: Free

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11。Zoho Desk

Zoho的桌子上是一个服务台软件解决方案bob电竞官方下载cludes live chat.

Zoho Desk的最佳功能是其票务功能。如果您正在寻找专门专注于票务的客户服务软件，那么Zoho Desk可能适合您。bob电竞官方下载使用此实时聊天应用程序，如果客户需要大量支持，则可以将聊天对话变成门票。

此外，如果您碰巧拥有多个品牌，则可以为每个业务创建个性化的聊天小部件。此聊天应用程序还允许您在聊天对话后自动收集反馈。这样，您可以弄清楚客户支持代表可以做得更好，同时还可以确定团队的优势。

这one downside to this app is that live chat is only included in their Enterprise plan.

Price：$ 35/代理/月

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12。Podium

讲台是一种专门专注于消息传递的服务工具。他们提供了一个强大的实时聊天应用程序，以及视频聊天，团队通信和集中式收件箱应用程序。

讲台上有一个自定义仪表板，可帮助您跟踪通过实时聊天来的线索。如果您的业务有多个地点，您也可以轻松地将查询从办公室转移到办公室。

另一个伟大的好处？讲台聊天应用程序小部件自动捕获访问者的电话号码，以便您可以发短信。尽管可以将其他应用程序配置为索要相同的信息，但讲台是专门设计的，因此您可以通过文本与客户联系。

Price： 风俗

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这se are the best live chat apps to stay connected with your customers across devices, platforms, and channels. Providing omni-channel support couldn’t be more important — especially in a world where remote interaction is becoming the norm.

Use Live Chat Apps to Improve Customer Experience

添加一个聊天应用程序到你的网站是essentia生活l for offering an excellent customer experience. With a chat app, you’ll respond to your customers more quickly, make your team more accessible to your website visitors, and resolve issues rapidly before they evolve. Use live chat to offer best-in-class customer service and make your business grow better.

编者注：该帖子最初于2019年2月发表，并已更新以进行全面性。