The Chat feature is a web-enabled chat interface that creates a messaging service between a consumer visiting a website and your agent. Chat enables a consumer-initiated conversation to be instantly routed to a group of agents, who can engage the consumer in a real-time messaging dialog. The Chat application is faster than email and more efficient than a voice call and helps agents to provide the best customer service possible in a timely manner.
With 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 required with phone support. During a chat conversation, an agent can access the necessary information and determine the best solution without placing the customer on hold.
The Chat feature can help you:
- 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.
For additional information, see Chat.