Implement live chat on your website or mobile app to offer your customers immediate assistance while browsing online. An integrated web chat solution provides the visibility, reporting and features needed to effectively manage the channel from within the contact centre.
of consumers prefer communicating over live chat compared to other methods of communication
Improve the Customer Experience
Offer website visitors immediate, convenient and frictionless access to your customer service or sales department.
Personalised Service
Proactively recognise a customer and provide personalised customer service via web chat.
Speedy Resolution
Improve the likelihood of a speedier resolution or sale by enabling customers and prospects to communicate, send images and documents to agents in real-time.
Smart Routing
Reduce customer frustration and provide the best possible experience by dynamically routing interactions straight to the correct departments/agents.
Convenient Support
Provide support when it's convenient for your customers – enable call back requests via web chat.
24/7 Support
Provide 24/7 customer support by enabling self-service options (such as a chatbot) for web chat.
Manage Expectations
Manage customer expectations effectively – configure automated responses to notify customers of operating hours, or even hide web chat options after hours or when no agents are available.
Reduce Costs
- Blend web chat with other contact centre channels to manage the workload, resources and skill allocation of agents better
- Use predefined text responses and templates for agents to interact with customers quickly and consistently
- Employ web chat self-service options (such as a chatbot) to field common customer queries, decrease handling time and ultimately reduce the cost of service
- Use dashboards and historical reporting to monitor and manage the performance of your agents and the channel itself. This insight can then be used to identify optimisation and cost-saving opportunities
Boost Sales
- Convert more visitors to customers – use web chat to improve engagement, provide additional product information and advice, help visitors navigate through complex online application processes or troubleshoot payment/checkout challenges
- Proactively create sales opportunities – configure your web chat to automatically start conversations with visitors after spending a certain amount of time on a web page or your website
- Minimise the loss of sales opportunities – enable visitors to enter their details and request a call back to generate a voice call with an agent