By far, our experience with the live chat software has been smooth and it made the support process really simple for my operators. My reason for stating that it is the best enterprise chat software for businesses today is because of its seamless performance during the support process.
ProProfs Chat has various features that help any enterprise business boost conversions effectively. The awesome feature list is inclusive of the following options.
Track Visitors in Real-Time
The software helps my support team track visitors in real-time and capture crucial details. These details allow them to understand whether the visitor came with a purchase intent on the website or not. We’ve been able to track insights like which page did the visitors land on, what pages they visit subsequently browsed, which browser did they use, how long did they stay on every page, and so on. And we get to track these details for every individual.
Yet again a very valuable feature that ProProfs Chat has to offer. That’s because it can be used in specific moments or when operators see an exit intent. Plus, we can add them on pages where visitors are likely to convert.
Their reports section is really insightful for us. We get access to detailed reports that allowed admins to track operator activity, idle time, individual ratings, daily chat reports/transcripts, chat response time, on-demand reports and more.
Escalations and Transfer
Admins have easily shared access to customer chat sessions with support operators in real-time. What’s more, my admins get the opportunity to intervene a chat just in case they feel that the customer isn’t satisfied with the operator who is managing their requests. Our operators also get the opportunity to transfer a chat to a different operator or a team if the customer wishes to speak to experts in the field.
Besides these, my team and I find the following features very useful for the support process.
File sharing and transfer
Multiple chat window feature
Audit and admin controls
Other than this, we find their integration options really useful as ProProfs Chat allows us to create a support suite for our organization. They have more than 50+ integrationoptions available for us to work on. What we personally found useful is the Microsoft Dynamics and help desk integration. They helped us capture qualified leads and work on them with email marketing integration option like MailChimp.