Important features to look at in a chat suite

 What can you do with a chat?

Chat isn't just for talking to people—it's also a great place to chat with your apps. They can help you book meetings, find flights, poll your team, check your calendar, request time off, and much more. In Chat you can add bots to a specific room or you can chat with them directly on your own.

What is a chat feature?

Chat features provide an upgraded, rich messaging experience. Chat features:


  • Show you when someone is typing

  • Offering h read receipts (show when someone has read or received your message, as well as showing your contact when you read their message)

  • Send messages over mobile data and Wi-Fi

  • Lets you share files and high-resolution photos

When using chat features, your messages are sent using the Rich Communication Services (RCS) protocol over Wi-Fi and mobile data. Chat features will be turned on only when all the participants in a conversation have chat features. Either your RCS service provider (e.g., mobile carrier) or Jibe Mobile from Google can provide chat features.


Live conversation has turned the tide, with 63% of visitors more likely to return to a website providing live chat support. [Source: Insider Intelligence]

There are certain chat requirements to choose the right solutions whether is it a real time solution?, is it proactive?, is it fulfilling goals, is it providing a complete solution?, is it providing proper analytics?, does it allow integration with other third-party software?

There are a huge number of options out there for online chats, each with different functions and individual features, which you can integrate into your website or blog platforms such as WordPress. With so many options to choose from, sometimes it can be difficult to know which features, some of which you wouldn’t even think count as features in themselves, are the most important so that you can provide your clients with the best customer service. Here are the key features to your online chat platform.

  • Customisable Design

Different chat tools offer you the option of customising the chat’s appearance if you decide to upgrade from a free to a paid account, able to stamp your brand’s identity onto the chat.

 Although the prospect of paying less or even not paying at all can be tempting, not being able to personalise your online chat could undermine your potential client’s confidence in your company, hence why one of the key features of online chats is having the option to customise them.

  • Application for mobile devices

With the migration of the majority of internet use from computers to mobile devices, not having an application for Android and IOS, the two most commonly used mobile operating systems, just doesn’t cut it anymore. The use of an app lets you deal with requests even when you’re not near a computer. This makes your customer service more flexible, and means you don’t have to log off, even when none of your team are in front of a computer screen.

  • Pre-chat forms

It might seem insignificant, but having the option to fill out a form pre-chat can be extremely beneficial. One of the advantages is that if people are waiting to be attended you can hold onto them for a few more minutes, keeping them occupied filling in the form. Secondly, it allows the person attending the client to skip a few steps as they have all the key information from the very start of the conversation. Lastly, if the client has to enter their email this helps your mailing list to grow, good for improving your email marketing.

  • Clients can access the chat even when offline

Even outside of your working hours, your visitors don’t have to go without customer service. Some platforms close down the chat totally out of hours, but others give you the option to keep your chat operating, even if your client doesn’t get an immediate reply. That’s why it’s a very good idea to use a platform that allows messages to be sent outside working hours.

  • Client’s history

A feature that’s pretty useful for those that use CRM, is that you can integrate it with your system. You can export information about your clients to help you with your customer service. This way the conversation becomes more productive, meaning that not only does the client not have to give their details every time they connect, but that the attendant has access to information about past visits, purchases and problems, having a broad picture of the relationship between the company and the buyer in question.

  • Analytical tools

It’s not enough to simply good customer service, you need to be constantly evaluating your performance and improving the way you operate. That’s why any chat platform you use needs to offer your company analytical tools so that you can evaluate your team’s performance.


Live chat is a must-have tool for your business. Here’s a quick rundown of some of the benefits of a chat suite:


  • Reduce expenses

  • Increase sales

  • Improve customer service and loyalty

  • Discover customer pain points

  • Faster problem resolution

  • Customer convenience

  • Competitive advantages

  • Expand market reach

  • Proactive outreach

  • Reports and analytics


Kapture chat suite is an intelligent and smart chat platform built for your enterprise.

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