• Customer Support

    10 Must-Have Features of a Live Chat Service For Customer Support

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    Csilla Fehér profile image
     Csilla Fehér
    Csilla Fehér
     Csilla Fehér
    Public Relations and SaaS Enthusiast PR Coordinator at SAAS First
    Your go-to source for SaaS insights-eager to network with SaaS leaders and fellow wordsmiths!
    Calendar icon Created: 2024-02-21
    Countdown icon Updated: 2024-07-23

    Nowadays, a live chat for customer support is definitely a must in a business. Several things are considered to be a requirement for an efficient workflow. As customers’ expectations are constantly changing towards very fast and very accurate responses, the functions of the live chat must also follow these expectations. 

    We have collected 10 specific requirements for a live chat application that are a must in customer service. Let’s see them one by one. 

    Must-have features of a live chat service

    AI Capabilities

    I think it’s one of the most obvious features that modern, up-to-date software must include. People are becoming more and more comfortable when they are faced with AI, conversing with them, or the technology providing them with answers to their questions. 

    One of the most outstanding benefits of AI is saving time for customer support agents, as AI-powered chatbots can handle common queries without needing any human interaction. It’s also great for the customers, because it is available 24/7, without taking any breaks. This ensures that they receive instant responses with highly accurate information. 

    AI can also come in handy in other areas of the customer service process as well, such as crafting and polishing responses, summarizing conversations, automatically creating tickets, and analyzing customer data. 

    Omnichannel Support 

    Omnichannel inboxes are a great way to collect all incoming messages in one single place. Customer support agents can have access to these queries in seconds, without needing to juggle between different platforms. 

    This not only eases the job of agents, but also makes sure that all messages are recognized, and nothing is left unanswered or unresolved. 

    Once you have an omnichannel inbox, you can surely offer the chance for your customers to contact you on different platforms, depending on their preferences, making the user experience even more excellent. 

    Customization Features

    Once you have a live chat on your website, it is obvious that you would like that to match with the rest of the content and appearance on your pages. 

    Make sure you choose a live chat service that is customizable, allowing you to change the color, the different texts, and the overall appearance of the chat box. You must ensure that your whole page looks very put together for a professional outlook. 

    Chat Routing 

    To guarantee the efficiency of the workflow and the best communication possible with the customers, a live chat service must include a routing feature. This allows for the best support possible, as every single incoming issue can be assigned to the person who is most competent in that particular area. 

    It saves time for the agents and ensures that internal communication within the organization is definitely effective with just a couple of clicks. 

    Custom Actions

    I cannot emphasize enough how important it is for agents to have a platform where they can carry out every part of their duty easily and conveniently. 

    With Custom Actions, agents have the chance to carry out actions within the customers’ accounts, such as adding promotions to them, granting different discounts, or solving common issues with just one click. It takes the weight off the shoulders of agents when using different and more complicated platforms to do such actions. 

    Having Customers’ Information at Hand 

    One of the most important features of a live chat is that agents can see all relevant information on the customers to be able to provide the most personalized and relevant support possible. If they can see all the data in connection with customers’ accounts, again, they don’t have to leave the inbox and search through complicated databases which can also be very time-consuming. 

    In my conversation with Halla Ayman, Customer Service Representative at ACTA, when asked about the most important features of a live chat, she answered: “It should contain a true experience in customer support. Also, you should have the whole details about your client and his needs and also determine the way of his help and suitable solutions for his problem and to be ready for any question he will ask”. 

    Saved Replies 

    Fast responses are a must in a live chat service, and one way to achieve that is by having as many Saved Replies as possible. 

    These are pre-written messages that can be inserted into conversations, mostly about common issues or answers to frequently asked questions. By using these, agents can save a huge amount of time on typing in the replies every single time. They just have to click a couple of times and send the messages in seconds. 

    Referral and UTM Tracking

    If you want to provide the most excellent customer service, you have to know where your customers are coming from and what pages they visited. This is where referral and UTM tracking can come in handy. 

    You wouldn’t believe how many times it helps agents to understand customers’ issues better when they check the websites and pages they visited. Identifying the root of the problems becomes easier and the issue resolution can be cut shorter this way. 

    Sending Files, Images, and Links

    Sometimes, the written word is not enough when it comes to providing support for customers. Some cases require further explanation or clarification that helps them understand the solution more or what they need to do, and where they need to go. 

    This is why a live chat must contain a feature responsible for sending customers files, pictures, videos, or links. It helps agents provide the most accurate support that is out there. 


    Finally, a live chat must include integrations with a CRM system, so that agents have access to customer information, and other communication channels as well, such as WhatsApp, Facebook Pages, Twilio SMS, or texts. 

    This ensures that customers can reach out to the business through any channel that they prefer. It is great from the customer’s perspective, and also from the agent’s point of view, as all incoming messages are coming into one single platform. 

    SAAS First with All 10 Features

    To make your job easier in finding a live chat that has all of the above-mentioned features, we can present you SAAS First’s Live Chat. With our AI-powered chatbot, Milly, our omnichannel inbox, customization features, and extensive opportunities for using customer data, there is everything in there that you need to provide excellent customer service. 

    At extremely affordable prices, you can have a live chat for your customer support that doesn’t lack any of the features a modern chat requires. Believe us, we tried it. 


    Customer support is continuously transforming, demanding businesses to adapt by integrating advanced features into their live chat systems. 

    These 10 critical features, from AI capabilities to omnichannel support and beyond, underscore the necessity for businesses to offer fast, accurate, and personalized interactions. Embracing these innovations only elevates the customer experience, and also makes the agents’ job easier. 

    Csilla Fehér
     Csilla Fehér
    Public Relations and SaaS Enthusiast PR Coordinator at SAAS First
    Your go-to source for SaaS insights-eager to network with SaaS leaders and fellow wordsmiths!

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