Pure Chat Review: Features, Pricing & More

Pure Chat Review: Complete Overview

Pure Chat is a live chat software that helps businesses connect with website visitors in real time. It is simple to set up and easy to use, allowing you to start chatting within minutes. With Pure Chat, you can customize the chat widget to match your brand and provide a smooth chat experience.

The platform offers features like unlimited chats, mobile apps, chat history, and canned responses to help you manage customer interactions better. You also get tools like an engagement hub and operator dashboard to keep track of all your chats. Pure Chat is a valuable tool to boost customer engagement and turn visitors into customers.

Pure Chat Features

• Unlimited Chats: Pure Chat allows businesses to engage with their website visitors without any limitations on the number of chats. This feature is particularly beneficial for high-traffic websites where a high volume of customer inquiries is expected. By allowing unlimited chats, Pure Chat ensures that you can handle customer queries, provide support, and engage with potential customers without worrying about exceeding a chat quota. This is ideal for businesses aiming to maximize customer interaction and drive conversions through continuous engagement.
• Mobile Apps for iOS and Android: In today’s mobile-centric world, businesses need to stay connected at all times. Pure Chat offers mobile apps for both iOS and Android platforms, allowing operators to manage live chats directly from their smartphones or tablets. These apps provide real-time notifications of incoming chats, push notifications for important messages, and the ability to respond to chats seamlessly on the go. This flexibility means you don’t have to be tied to your desktop and can manage customer interactions wherever you are, ensuring that no chat goes unanswered.
• Customizable Live Chat Widget: The customization options in Pure Chat allow businesses to make the chat widget look like an extension of their brand. Using a convenient editor, you can change the widget’s colors, text, images, and even the behavior of the chat box. This feature is essential for maintaining brand consistency and creating a professional appearance on both desktop and mobile versions of your website. Moreover, by personalizing the chat experience, you can make visitors feel more at ease, encouraging them to engage more freely.
• Unlimited Chat History (Transcripts): Pure Chat provides access to an unlimited chat history, storing all conversations in the form of transcripts. This feature is invaluable for maintaining records of customer interactions, helping businesses to understand past issues, review operator performance, and provide context in follow-up conversations. It also serves as a resource for training new staff members, offering them examples of effective customer interactions. By having a detailed chat history readily available, you can enhance the quality of your customer service and ensure consistent support.
• Canned Responses for Quick Replies: For businesses dealing with repetitive queries, Pure Chat’s canned responses feature is a huge time-saver. Operators can set up predefined responses for frequently asked questions or common scenarios, allowing them to reply instantly and accurately. This not only speeds up response times but also ensures that information is delivered consistently across all customer interactions. Canned responses help in maintaining a professional tone and reduce the cognitive load on operators, allowing them to handle more chats efficiently.
• Engagement Hub for Centralized Management: The Engagement Hub in Pure Chat is a powerful feature that centralizes all customer interactions in one place. It allows team members to monitor ongoing chats, view chat histories, assign conversations to specific operators, and track engagement metrics. This centralized approach ensures that no customer inquiry slips through the cracks and that all interactions are managed efficiently. The Engagement Hub is particularly useful for larger teams who need to coordinate their efforts and ensure smooth communication.
• File Transfer Capabilities: During a chat, there may be a need to share documents, images, or other files to provide better support or clarification. Pure Chat allows file transfers directly within the chat interface. This feature is especially useful for technical support teams who may need to send guides, troubleshooting steps, or screenshots to customers. It adds a layer of convenience and improves the overall efficiency of the support process.
• Integration with Third-Party Tools: Pure Chat integrates seamlessly with various third-party tools and platforms such as CRM systems, email marketing tools, and project management software. These integrations streamline workflows by allowing data to flow between Pure Chat and other business systems, reducing the need for manual data entry and improving overall efficiency. For example, integrating with a CRM system can automatically log chat details and customer information, helping sales teams follow up on leads more effectively.
• Security Roles and Permissions: Managing user access is crucial for maintaining security and control over customer interactions. Pure Chat offers multiple security roles, including admin, power users, and operators. This role-based access ensures that each team member has the appropriate permissions for their role, protecting sensitive customer data and maintaining operational security. Administrators can manage settings, view all chats, and generate reports, while operators can focus on engaging with visitors and providing support.
• Powerful Operator Dashboard: The operator dashboard in Pure Chat provides a comprehensive overview of all chat activities, making it easy for support agents to manage multiple conversations at once. It includes features like chat alerts, visitor information, and location details. Operators can monitor who is on the website, which pages they are viewing, and how long they have been browsing, enabling them to initiate proactive chats based on visitor behavior. This real-time data empowers operators to engage visitors more effectively and provide personalized support.
• Chat Alerts and Notifications: To ensure timely responses, Pure Chat includes chat alerts and notifications, including push notifications to mobile devices. These alerts notify operators of incoming chats and important messages, allowing them to respond quickly and keep the conversation flow smooth. This feature is especially valuable for teams handling a high volume of inquiries, as it helps prioritize responses and ensures no customer is left waiting.
• Pre-Chat Information Form: Before a chat begins, Pure Chat allows you to set up a pre-chat form where visitors can provide essential details like their name, email, and reason for chatting. This feature helps operators prepare for the conversation and gather necessary context, improving the efficiency and relevance of the support provided. Additionally, collecting this information can help build a customer database for future engagement and marketing efforts.
• SSL Security Built-In: Security is a top priority for online businesses, and Pure Chat addresses this with built-in SSL encryption for all chats. SSL security ensures that all data exchanged between visitors and operators is encrypted and protected from unauthorized access. This feature builds trust with your visitors, reassuring them that their information is safe during live chat sessions.
• Email Form for Offline Mode: When operators are unavailable, Pure Chat provides an email form that visitors can fill out to leave their queries. This feature ensures that even when live chat is not active, businesses can still capture leads and follow up later. It is an effective way to ensure that all customer inquiries are addressed, contributing to better customer satisfaction and retention.
• 15. Display Twitter Feed and Business Location: Pure Chat allows you to display your Twitter feed and business location within the chat widget. This integration adds a social dimension to customer engagement, providing visitors with additional ways to connect with your brand. Displaying your Twitter feed can keep customers updated with the latest news, offers, or announcements directly within the chat interface.
• Operator Availability Scheduling: With operator availability scheduling, businesses can set specific hours for when operators are available for chat. This helps manage customer expectations and ensures that the chat feature is enabled only when staff is ready to provide support. It is a valuable feature for managing resources effectively, especially for small teams or businesses operating in different time zones.