If you’re ready to bring live chat to your bank or credit union there are a few considerations to consider. The first decision you will need to make is whether to use a hosted solution or an installable solution. Hosted solutions are simple to set up, and require a minimal investment to get started. With an installable solution, you’ll be hosting the service on your own systems, which will give you greater flexibility when it comes to customization and configuration but will also require a more significant investment upfront. You’ll have full control over your environment, which can be good or bad depending on your goals and in-house IT resources.
For most businesses starting out with live chat, the hosted solution is a good way to go, especially if you are just testing the waters.
Security is another factor to consider when comparing live chat software. Since you may be gathering sensitive customer or member information via your chat sessions, it is critical to maintaining a secure environment. Look for a live chat solution that:
- Uses SSL
- Encrypts chats or allows you to disable stored chats
- Let’s individual operators log-in with their own usernames and passwords
- Specializes in live chat for regulated industries, or those that require an extra level of security
Finally, compare the features that each live chat solution offers. Sometimes features can become overwhelming, so just focus on the ones that you really need to start.