A proactive chat appears on your website after a time set by you, proactively encouraging the visitor to start a chat.
Maintain your brand with full control over the look and feel of your chat channel. Choose from a range of templates or upload your own designs, defining what the visitor will see when chat is both available and unavailable. Select whether your organisation collects contact details or present an unavailable message with the offline window or hide the button altogether. The visitor aspects of ‘Experiences’ are 100% customisable allowing your company to configure the chat system to seamlessly fit your company’s requirements.
Immediately direct enquiries to the right department using automatic routing from the relevant page or allow visitors to make a selection on the prechat form The intelligent chat distribution system (CDS) can automatically allocate chats to operators or they can manually take the enquiries and manage their own workload. Enable queuing to ensure the visitor continues to receive automated messages, including their position in the queue, until connected to an agent.
Live chat software increases productivity and efficiency as agents can handle multiple enquiries simultaneously. Use automatic navigation to remotely open the relevant webpage on the visitors’ browser and/or transfer files during the chat reducing the time spent emailing documentation and allowing the enquiry to be answered in one session.
Operator response rates improve with the ability to see what the visitor is typing in real time using the ghost text functionality. This allows them to prepare how they will respond; in conjunction with access to a library of predefined replies including suggested ‘AI’ assistance. Seeing exactly what the visitor is viewing with co-browse allows representatives to provide more accurate replies, as they can assist in the completion of online forms or advise according to the specific page.
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