Pure Chat

Pure Chat Software Review

Pure Chat is a live chat software designed to equip businesses with the tools necessary to engage with website visitors in real-time, aiming to improve customer service and increase lead generation. The platform offers a range of features that cater to the core needs of businesses looking to implement or enhance their online support and sales efforts.

One of the primary strengths of Pure Chat is its Live Chat functionality. The ability to instantly connect with visitors provides a direct channel for addressing questions, resolving issues, and guiding potential customers through the sales funnel. This immediate interaction can significantly improve customer satisfaction and increase the likelihood of conversion compared to slower asynchronous communication methods like email.

The inclusion of Visitor Tracking is a valuable asset. Understanding visitor behavior – which pages they are viewing, where they came from, and how long they have been on the site – allows chat agents to provide more informed and personalized support. This proactive approach can lead to more effective engagement and higher conversion rates.

Chat History is a standard but essential feature that Pure Chat implements effectively. Having a readily accessible record of all conversations is crucial for maintaining context, training new agents, and resolving potential disputes. It provides a searchable database that supports continuous improvement in customer service.

The Chat Bot feature adds a layer of efficiency by automating responses to frequently asked questions and handling initial visitor greetings. This allows human agents to focus on more complex inquiries, improving overall response times and agent productivity. Configuring the bot for common scenarios can significantly reduce the workload on the support team.

Real-time Analytics provide crucial insights into the performance of the live chat operation. Metrics such as the number of chats, response times, and agent availability allow managers to monitor team performance, identify bottlenecks, and make data-driven decisions to optimize workflows and improve service levels.

Pure Chat supports Multiple Users, making it scalable for businesses of varying sizes, from small teams to larger support departments. The ability for multiple agents to handle chats concurrently ensures that visitor inquiries are addressed promptly, minimizing wait times and improving the customer experience.

The Integrated Chat design ensures that the chat widget can be easily embedded on your website, providing a seamless experience for visitors. The customization options for the widget, included in UI Customization, allow businesses to maintain brand consistency, which is important for building trust and recognition.

While primarily a live chat solution, Pure Chat also offers some basic Helpdesk Ticketing capabilities. This allows agents to convert chat conversations that require further action or follow-up into tickets, integrating the chat interaction into a broader support workflow. While not as robust as dedicated helpdesk platforms, this feature adds utility for managing more complex support cases.

Beyond core chat, Pure Chat offers some related features such as basic Email Automation and integrations like Mailchimp integration. These features suggest an ambition to extend beyond just chat into broader communication and marketing automation, though the primary strength remains in the real-time chat domain.

From a user perspective, the platform is generally intuitive and easy to navigate for both administrators setting up the chat and agents handling conversations. The interface is clean and functional, minimizing the learning curve for new users.

In conclusion, Pure Chat is a solid, user-friendly live chat solution that provides the essential features for businesses to effectively engage with website visitors. Its strengths lie in its core live chat functionality, visitor tracking, and real-time analytics. While some of the supporting features like helpdesk ticketing and email automation are more basic, the platform excels at its core mission of facilitating real-time customer interaction and lead generation on websites.