Best Live Chat & Chatbot Software for Admin Controls

We all want to foster seamless communication with customers and ensure their needs are met promptly. The efficiency of your live chat and chatbots relies heavily on its admin controls. With the right set of controls, you are empowered to manage user interactions for a superior customer experience.

But finding the right software with optimal admin controls might seem impossible at first, as the software options are seemingly endless.

The purpose of this page is to assist you in making a wise decision and choosing a live chat and chatbot software that offers comprehensive admin controls to manage your team and support the quality you can offer to customers.

What Makes the Best Admin Controls for Live Chat & Chatbot Software?

Our research found several attributes that make some admin controls better than others. We evaluated these criteria based on how they contribute to the overall process of live chat and chatbot software.

In the next few sections, we will explain each attribute in more detail - enabling you to gauge why and when these features are most helpful. For easy understanding, let's break it down into percentages.

Ticketing System

A reliable ticketing system is at the heart of every efficient customer support suite. If available, this feature helps keep track of all customer requests or interactions and ensures none slip through the cracks.

Without a centralized system, managing and resolving these queries might become an uphill task. However, with ticketing in place, each inquiry is assigned a unique 'ticket.' These tickets can be prioritized based on urgency, and agents can manage and resolve issues effectively.

A quality ticket control system also gives you an overview of all the ongoing, pending, and resolved requests. This helps maintain transparency within the team and improve efficiency.

Agent & Department Assignment

Organizing your customer support team is also useful when managing customer queries. This brings us to the next critical admin control – Agent & Department Assignment.

Think of this feature as a virtual manager. Their job is to ensure that every incoming query reaches the right department or the best-suited agent without delay. While most admin controls have an impact on the live chat side, this one also plays a big role for chatbots, as you can configure who should be assigned to a request when your chatbot is about to transfer the interaction to someone on your team.

For instance, a product-related query goes directly to the product team, and a billing question lands in the lap of the accounts department. This accelerates problem resolution and minimizes customer waiting time.

Roles and Permissions

A highly useful feature for live chat software in particular is the ability to establish roles and permissions. This admin control provides an additional layer of security and doesn’t overwhelm your team due to the many available sections. It controls access to various types of data or objects within the software. Perhaps certain agents should have access to customer data, while others should oversee program settings.

These roles and permissions can also prevent unauthorized access and protect sensitive customer information. It also helps maintain a well-structured management system. One where everyone knows their role and has the tools they need to perform their job without cluttering their workspace with unrelated tasks.

Agent Workspace

Effective live chat software should provide the agents with a clean digital workspace. This feature should encompass:

• A dashboard overview
• Visibility of visitor and support status
• Capability to capture notes around customer satisfaction
• Queries or responses
• Information on follow-up surveys for tracking agents' performance

Having a clear view of the customer's interaction history aids in nurturing relationships. Agents can personalize the conversation by being aware of past preferences or issues raised by the visitor. Sections like a custom dashboard help team members keep their focus, while surveys can raise their motivation to do better.

Mobile App

Finally, having access to your business operations on the go is becoming more than just a luxury. Imagine you’re waiting in line for an appointment. Why not use it to stay online and resolve additional customer inquiries?

This not only allows you to be more accessible but also provides more flexibility for your team. Representatives are no longer shackled to their desks. They can respond to customers in real time, even when away from the computer. Plus, it also provides notifications for new messages or status updates on existing tickets. With remote work becoming the norm, having a mobile app for your live chat solution can lead to uninterrupted customer service.

A good live chat software should come equipped with an intuitive mobile application for both iOS and Android. Any app usually allows you to manage your customer interactions effortlessly, no matter where you are.

10 Best Live Chat & Chatbot Software for Admin Controls

How to Choose a Live Chat & Chatbot Software with Great Admin Controls?

Choosing the right software with efficient admin controls is more than merely picking one with all the bells and whistles. It's crucial to identify what you need specifically. What suits your business and supports your customer service goals the best?

You may want to consider the number of agents contributing to your live chat support and what they need to be doing. Think of the unique customer service challenges your business faces and any specific features you might need to meet these demands.

After pinpointing your needs, use these insights and our Comparison Tool as an effective starting point. Our tool allows you to compare various live chat and chatbot software and their admin controls based on cost, functionality, ease of use, and other relevant attributes.

For an overall overview, visit our Best Picks to see which software tools rank best among all the criteria that we evaluated. Alternatively, our Finder Tool also takes into consideration all these factors and recommends software specifically for your requirements.