U-Chat is a web-enabled chat interface that creates a messaging service between customers (current and potential) visiting your website and your agents. U-Chat enables a customer-initiated conversation to be instantly routed to a group of agents, who can engage the customers in a real-time messaging dialog. The U-Chat application is faster than email and more efficient than a voice call. U-Chat helps ensure that agents can provide the best customer service possible in a timely manner, which benefits both agents and customers. A website with a live chat feature improves customer satisfaction by improving agent efficiency.
With U-Chat, an agent can work in multiple chat windows simultaneously and service a greater volume of calls, instead of relying on the slower one-to-one interactions that phone support requires. Because the natural cadence of chat allows for a brief pause between responses, an agent can more easily access the necessary information and determine the best solution without placing the customer on hold.
A web widget is an independent application that you can embed into your website to provide your customers (including visitors) with a single support system by enabling them to chat with an agent, access your Knowledge Base (KB) articles, or submit a ticket. Adding a web widget to a business website is becoming standard practice for the following reasons:
- Most website visitors expect the chat feature to be available on a website.
- Web chat has minimal response time and efficient issue resolution.
- Web chat provides a personable experience for customers.
Chat Feature on Agent Panel
- For information about the roles and permissions associated with U-Chat, see the User Roles and Permissions section in the Product Documentation Library.
- For information about how to build and deploy a virtual agent (bot) to deliver personalized conversations through chat for your customers, see LiveVox Bot.
Features of U-Chat
You can create and manage the following types of web widgets in U-Chat:
- Chat widget: Enables your customers to chat with an agent.
- Knowledge Base widget: Enables your customers to access knowledge base articles .
- Ticketing widget: Enables your customers to submit tickets through the widget.
Benefits of U-Chat
You can use U-Chat to:
- Save time and money by supporting customers who need only minimal help.
- Reduce call volume for busy contact centers.
- Reduce the hold time for those customers who need human intervention.
- Create conversations on your website that improve customer satisfaction and use artificial intelligence for self-service use cases.
- Personalize the customer experience using Contact Manager.
- Provide a cohesive agent experience and add context to chats using omnichannel interaction history and tickets.
- Increase customer engagement using proactive chat.
- Reduce response time using chatbots.
- Facilitate complex issue resolution using web calling and co-browsing.
This section contains the following topics:
- Understanding and Using a Web Widget: This section describes the web widget and the functionalities associated with a web widget.
- Understanding the Web Widget Fields: This section describes the fields on the web widget configuration tabs.
- Using the Chat Monitor Dashboard: This section describes the information related to chat statistics and chat monitor.