Live chat software can be used by software development comapnes with an online presence to provide customer service over the Internet. Used primarily by large corporations, live chat software requires the implementation of a series of processes and registrations in order to allow for direct communication in real time. Because the software provides a number of services and is relatively inexpensive, it is becoming more and more common with companies looking to save money while still providing good customer service.

Factors to be consider to select the best live chat software for your business

• Look for a customer service live chat software that matches your company's requirements and your comfort level with technology. Some of them don't require any downloading and can be operated completely through the Internet, while others need professional installation before they can be run.
  
  
• Choose between voice-only or typing-only live chat software. This allows you to control the level of financial commitment (voice chat is usually more expensive), the level of intimacy (customers may feel more comfortable talking than typing) and how much involvement you want from employees (typing software allows one employee to handle more than one call at once if necessary).
  
  
• Use live chat software to provide customer service if you need to run a 24-hour hotline but want to reduce costs. While keeping employees on the phone 24/7 can turn out to be extremely expensive, it's easier for workers to provide typing customer service from anywhere, even their own homes.
  
  
• Use live chat software as a sales tool if you are launching a company and want to provide one-on-one support. Some software systems allow you to initiate conversations and offer help as soon as a customer logs on to your website
  
  
• Use live chat software to monitor customer satisfaction. Since you are dealing directly with the customer, you can ask a few questions regarding how the person felt, how appropriate the treatment was and when and how the company can improve its services and customer service.

How to Train executive to use live chat software effectively to provide customer support online.

Follow company scripting guidelines and know that all of your online customer service live chat interactions can be monitored at random. More than likely the company you're working for has an online chat script to greet customers and take command of the customer service call. Quality assurance (QA) is monitored randomly and you will be scored based on how well you meet the online customer service guidelines for live chat.

Acknowledge the customer when their online live chat request comes into your queue. Be sure to greet them with a friendly and helpful tone according to your company's script for greeting those live chat customers in need. You may have to type in the actual greeting verbatim, or it may be a keyed command depending on your company's policies and software setup.

Take command of the online live chat "call" and be sure to ask probing questions. Perhaps they're having trouble finding a product, a promotion, entering a coupon discount or problems checking out with their credit card. Your initial greeting and statements should help you take command of the call and efficiently steer the chat towards an efficient, satisfying solution for the customer.

Provide real time live online solutions to the customer that you can verify while you continue to chat together to solve their problem in an efficient manner. Be clear and concise with specific commands and verify that they're working towards resolving their service solution with your online, live help.

Avoid online "dead air" chat. Just like an actual telephone customer service call, you don't want to leave your live chat customer dangling, wondering if you're still there trying to service them. Be sure to type things such as "Still looking" and "One moment please" along with "Checking on that for you" to let them know you're still online with them, working to resolve their issue.

Wait for live feedback. Your online live chat customer may be a slow typist or not at all computer savvy. Be sure to allow them ample time to respond and offer feedback as you take command of the online customer service chat to be sure you're not only meeting their online needs, but exceeding them.

Close the online live customer service chat according to company scripting guidelines verbatim. Once the issue has been effectively and efficiently resolved, it's time to professionally and promptly close the online live chat "call" to keep your quality assurance ratings high and get to the next online customer so you can service their live chat request.