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Live Chat Integration: Needs vs. Wants

There are so many software tools that have become indispensable parts of doing business, but getting those tools or systems to “talk” to each other proves a significant challenge.

Keep your business fit, not flabby! Make sure your live chat solution makes things easier and leaner first, then worry about the “tasty” bonus features–though you may be able to find a solution that provides both!

How can live chat integration make this easier rather than compound this problem? Not all live chat can! Depending on how your business operates, there are 2 to 4 integrations you will need your live chat solution to “talk” with. On top of those non-negotiables, there are a handful of other live chat integration possibilities you may want to explore, as additional sources of value for your business. But it’s important to distinguish the nice-to-haves from the need-to-haves.

Non-Negotiable, “Need-to-Have” Live Chat Integration

No matter how your business operates, your live chat needs to integrate with Google Analytics and with your company’s CRM (Customer Relationship Management) system. Google Analytics gives you engagement stats for your website, including stats on how many people are clicking the “click-to-chat” button, accepting chats, and trying to reach a chat agent when chat is unavailable. Google Analytics also provides this data by date and time, so you have the intelligence you need to determine whether you need to consider expanding (or scaling back) the hours that chat is available on your website, to optimize the efficiency of your lead generation and/or customer service.

Live chat integration with your company’s CRM is the big one. If you don’t have a Google Analytics integration in place, you’ll be shooting in the dark, but if you don’t have a CRM integration in place you will struggle immensely to keep your facts straight about your customers – which is not good for efficiency nor for customer experience. Without a live chat integration, you will not be able to easily connect your live chat session data with the other interactions your Marketing, Sales, Support and other customer-facing teams are having. This greatly diminishes the value of live chat and so you should not consider a solution that does not integrate with your CRM in at least some basic capacity.

Depending on what kind of work you do, you may also want to add your e-commerce platform (e.g. Magento) and customer support/ticket management tools (often the same as your CRM, e.g. NetSuite, Microsoft Dynamics, Salesforce, etc.) to the list of need-to-haves for live chat integration.

You can read more about this in this blog post: Why It’s Important for Live Chat to be Integrated with Your CRM.

Negotiable, “Nice-to-Have” Live Chat Integration

As noted above, live chat integration with your e-commerce platform and customer support software systems may be absolutely necessary, or it may be largely irrelevant, depending on the nature of your products and services. Other integrations that can add value for your business, but are probably not necessary for most businesses, include live chat integration with:
• Customer knowledge base tools, like Get Satisfaction
• Translation software, allowing your agents to chat in multiple languages
• Phone and chat coordination, so your sales or customer service system doesn’t assign phone calls to a rep who’s already engaged in one or more chats
• Newsletter integration, making it easier to keep chat visitors engaged after they leave

Making Tough Decisions regarding Live Chat Integration

This blog post may leave you thinking about what you are willing to settle for. No settling may be necessary! Velaro Live Chat is designed with these live chat integration wants in mind and excels at satisfying every one of the non-negotiable needs of live chat integration.

Velaro’s open-access structure also provides the flexibility to integrate with other types of solutions, not mentioned in this post. You can read more about live chat integration, such as what open access tools can do for your business.

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