Best enterprise live chat software

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Top 3 challenges to scale with enterprise live chat

When your company expects low traffic, building a functional messaging system isn’t too difficult. But as your company begins to scale up, you may find yourself needing solutions to new challenges.

Preparing your growing business now can really pay off in the long run. Here are three of the top challenges when scaling enterprise live chat.

Latency, support and maintenance

In an ideal world, your enterprise live chat software’s performance and workflow will be smooth, always online, and responsive. However, as your business grows, so too do the demands on your systems. It’s important to anticipate bugs, have contingencies for outages, and prepare for problems.

Ensuring your enterprise live chat service scales with your business needs is essential, as is having a dedicated live chat support team.

Data protection and security

The larger your user base becomes, the more ideal a target you become for cyber criminals looking to steal and leverage your data. It’s essential that your company pays attention to securing any sensitive and personal message content.

Ensure you’re compliant with the latest data protection regulations. End-to-end encryption, which only allows the two communicating parties to read any message content, is a smart way to handle things.

Features and pricing

Rolling out a polished and feature-rich live chat platform, to accommodate your growing user-base, is essential. Consider functions such as read receipts, typing indicators, and URL embeds.

From your side, when looking for a live chat service, it’s important to also consider how the prices may scale long term. After all, initially lower startup prices can quickly balloon as your demands increase.

Benefits of using live chat software for enterprise companies

Live chat for your enterprise is an essential tool, especially if you’re running a primarily online business. Having a greater array of contact information and touchpoints can help you suit and adapt to different customer tastes, ensuring greater customer satisfaction.

Meeting your online visitors on chat channels that they prefer can only benefit your company. If your chat can also integrate with other channels such as email, a phone number, or social media, then all the better.

Being able to pick up on information from multiple channels can result in smooth and seamless customer support, allowing them to contact you the way that suits them best.

Benefits of Freshworks’ enterprise live chat

Reduce your queue times and assist your end-users with a well-designed, intelligent and user-centric enterprise chatbot system. Live chat is designed to detect customer intent, quickly defining conversations based on a user’s needs. With easy-to-implement APIs, your bots can trigger, fetch, and push data as required – boosting resolution rates.

Upload scripts

Enjoy a bot that can adapt to your customer’s preferred language and retain the look of your brand’s identity.

No-code builder

With Freshchat chatbots, your enterprise’s live chat solution can adapt to purpose without any coding thanks to our no-code builder. Easily set up self-service solutions that guide your users through an easy, step-by-step resolution to solve their own queries.

Analytics

With analytics for performance reporting, you can rest assured your bot is doing what it’s designed to. It’s then easy to implement fixes for areas of improvement.

Learn more about what Freshworks’ AI chatbots can do for you.

How to choose the best live chat software for your enterprise?

For an enterprise of any size, it’s essential that your live chat solution is part of, or compatible with, an “omni-channel platform”. Being able to access data from other platforms, giving user’s choice, and drawing on analytics and other integrations can revolutionize your customer communications.

While it is possible to handle multiple platforms, having it all in a central place is great for general housekeeping, and could be cost effective too.

Freshchat enables you to engage with your customers on any channel, ensuring that all correspondence is unified and contextual. Its features include:

• Chat on any channel – from self-service to agent-assisted, and by email, messaging software, live chat or voice, users can talk to you the way they choose.

• A seamless experience – you can easily access information across channels to seamlessly support users, no matter which channels they use. You can even supply past purchase details and open issues so your agents are in the know.

• Scale support – by utilizing AI-driven bots, you can scale support across your messaging channels. This can bolster self-service, and help deal with increased volumes of support.

• Get insights – learn about team performance, bot effectiveness, and customer behavior with helpful analytics, to help you identify any gaps.

Enjoy a package that covers everything with Freshchat from Freshworks. and realize the power of an all-in-one service solution today.