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Customer Experience

What are the 3 must-have features of a webchat tool?

Webchat tools provide a quick and efficient way to communicate in real-time with customers who expect to receive instant responses and personalised attention. As well as enhancing customer engagement and satisfaction, webchat tools improve business efficiency meaning they are a must-have for businesses that want to stay ahead of the competition.

However, not all webchat tools are created equal. 

In this article, we’ll reveal the top three features you should look for in a webchat tool to help you make the most of its capabilities and provide your customers with an exceptional experience.

Must-Have Feature #1: Customisation

With so many businesses using webchat tools, customisation is an essential feature that helps you tailor your webchat tool to your specific needs to create a more personalised user experience and stand out from the crowd.

One of the most important customisation features is the ability to change its colour and font to match your brand identity, which creates consistency across all your communication channels. The right colour scheme can create a more inviting and engaging user experience, and the right font can improve readability, making it easier for customers to engage with your webchat tool and find the information they need.

The prompt toast message is the message that appears when a customer first opens your webchat tool. Choosing a webchat tool that allows you to customise this message, such as business hours, available services, or promotions, helps you create a more engaging and personalised experience that improves customer satisfaction.

Another important element of customisation is auto-reply message customisation which offers immediate responses to queries, even outside of office hours and provides your customers with helpful information, such as estimated response times or alternative contact methods. 

Must-have feature #2: Text-powered

Text-powered webchat tools are becoming increasingly popular, and for good reason, because they allow customers to stay connected on their terms. With text messaging, customers can engage with your business whenever and wherever it is most convenient for them, and this flexibility can help improve customer satisfaction and increase customer loyalty.

Additionally, text-powered webchat tools offer a range of benefits for your business too. First and foremost, text messaging is a fast and efficient way to communicate with your customers that allows you to respond quickly to queries and provide timely support.

Text-powered webchat tools also let you track customer interactions and analyse the data to gain insights into customer preferences, pain points, and behaviours which help you make data-driven decisions, improve your marketing strategies, and provide a better overall customer experience.

Finally, text-powered webchat tools are often more cost-effective than traditional phone-based support. With text messaging, you can handle multiple queries at once, and if your webchat tool has auto-reply messaging, you can respond to messages outside of business hours which reduces the need for additional staff and cuts down on support costs.

Must-Have Feature #3: Multi-location

If your business has multiple locations, it is essential that the webchat tool you choose can centralise your customer support operations so you can effortlessly provide consistent support across all locations.

The benefits for your customers are clear, they will receive a consistent experience no matter which location they are interacting with, and this consistency can help build trust and increase customer loyalty. They can also be sure that their queries will be handled quickly and efficiently, no matter which location they are contacting.

For your business, a multi-location feature provides several benefits as well. It allows for centralised management of customer support operations, which helps reduce costs and improve efficiency. You can also improve your overall brand image and reputation because you will be providing consistent support across all locations,

Additionally, a multi-location feature provides you with valuable insights into customer behaviour that helps you make data-driven decisions to improve the overall customer experience.

Finally, you will be able to provide targeted support with location-specific information and recommendations to customers that will improve the overall relevance and quality of your customer support.

Key takeaway

If you want to improve communication, increase customer satisfaction, stay ahead of the competition and drive long-term success, it’s important to choose a webchat tool that has the following features:

  • Customisation – creates a more personalised user experience and strengthens your brand identity.
  • Text-powered – allows customers to stay connected on their terms and improves customer satisfaction and loyalty
  • Multi-location – helps provide the best possible customer experience and improve your overall bottom line.

With technology continuously evolving, webchat tools are becoming more intelligent and automated, incorporating additional features such as artificial intelligence, machine learning, and chatbots. These features help to provide a more personalised and efficient experience for customers while reducing costs and improving overall efficiency.

About Magic

Magic helps local businesses grow. Thousands of local businesses use Magic to get more online reviews, win new customers, easily manage customer conversations and grow sales. Magic offers these features:

  • Reviews: Get more reviews with easy review requests for popular review sites like Google, Facebook, Yelp, TrustPilot, and more. Rank high on local search and enhance your visibility on Google. 
  • Inbox: Keep track of customer conversations across channels in one inbox, including SMS, Facebook, Instagram, and Gmail. Manage conversations better as a team and do more with industry specific templates. 
  • Text Marketing: Drive more sales with instant text campaigns and reach your customers at the right moment with automation. Use prebuilt templates to send out text campaigns in minutes. 
  • Webchat: Turn website visitors into customers with SMS powered Webchat. Chat to website visitors directly through SMS so you won’t miss a lead, even when they leave your website. 

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