Best Softphone App with Live Chat Feature for Connecting Team

4 min readOct 4, 2022

What to expect in the best softphone app?

In this blog we discuss all about:

Live chat
Live chat and softphones
How live chat works
Features
Benefits of live chat

What is live chat?

Live chat is a software or a tool which connects customers with actual human support representatives enabling executives to resolve customer issues in real-time. From a customer’s standpoint live chat helps customers get quick answers translating to less waiting time to find a solution, easy navigation through a knowledge base on a company’s website to find a solution, and more. However, instant messaging and chatbot are often confused to be the same but that’s far from the truth. Though both are real-time support communication tools, live chat connects customers with human support representatives whereas a chatbot is just that, a bot.

Live chat software and softphones: The live chat software is typically embedded within the code of a website or a mobile app as a widget. It loads as an icon or link on a company’s web page. Most live chat software enables users to customize the design of the chat widget. VoIP enabled softphones can integrate the live chat feature as well. But why a live chat feature in the best softphone application?

Research indicates that a staggering 230 billion mobile apps were downloaded globally in 2021. Having a instant messaging feature in a mobile friendly softphone makes sense as most consumers and even your employees have easy access to a mobile phone. A mobile compatible softphone app such as Tragofone enables companies to give their agents the flexibility to work from home. Besides, most of the time when an individual faces an issue with a product or a service they are on the move and accessing a computer can be a challenge.

In such situations customers want an easy way to reach out to you. Equipping your agents with the best softphone app integrated with live chat ensures you’re giving both customers and agents new channels to work and communicate with both within and outside the organization. Depriving customers and agents from such mobile experiences will make them go places which offer such options.

How live chat work in VoIP softphones application

Live chat can be integrated into the best softphone mobile app as a plug-in. A widget can be created on the softphone app menu screen which the user can click to start a conversation. Different live chat platforms operate in a different manner. However most of them can be linked to a phone system enabling messages to be easily managed within web clients, desktop applications, and iOS and Android mobile clients as well. Steps involved:

Installation: Download and install the live chat and customize as per your requirement.
Receive query: An app visitor starts a conversation. All member agents responsible for handling chat queries will receive a notification pop up in their softphone chat window. An agent who responds by clicking on the “take query” button becomes the chat owner.
Transfer query: Most softphone apps with live chat will have an option to transfer the query to another agent in an event where the agent who took up the query beyond his knowledge base or expertise. The agent to whom the chat is moved can view the chat history and take it forward from there.
Resolving: If the query is resolved the agent can close the query. In an event where the customer becomes unresponsive and an agent can mark and archive the conversation for future reference.

Best Softphone app with live chat: Must have features

Choosing the best softphone app with live chat can be overwhelming given the number of options available in the market. Choose one that aligns with your business requirements. When planning to invest in a softphone app with instant messaging do look for the following features:

Lead and agent routing to optimize customer experience.
Ability to integrate with social media channels to deliver an omni-channel experience.
Integration with CRM and any other tools a business uses so that no legacy or customer history information is lost.
Automated customized triggers for most commonly asked queries.
Customizable reports.
Customer and agent profiling.

Live chat: Advantages

1. Omni-channel experience

Keeping an audience hooked on your website and offering them timely support when stuck somewhere is important in today’s cut-throat competition. Live chat connects a person browsing your website with an agent to get the required information without a customer going through the hassle of calling customer care or writing an email. With integration capabilities with CRM and other software, saved chat history and other such features, live chat eliminates the need for a customer to repeat their problem statement over and over again, a perfect omni-channel experience. What’s more agents can share screens and explain certain processes like how to place an order to a customer step by step.

2. Helps onboard and acquire new customers and facilitates good rapport

Live chat helps in building a customer’s trust and gives them the confidence to purchase your product or service. They know help is available, acquiring new customers thus becomes easy. Seasoned agents are often able to gauge a customer’s likes and dislikes, the kind of conversation a customer is comfortable in and adjust their way of responding to them. This way they are able to build rapport and establish a friendly, helpful relationship with a customer much faster.

3. Helps boosts service agents productivity