Live Chat refers to an online communication tool that enables real-time, text-based interactions between users (such as website visitors or customers) and representatives (such as customer support agents or sales teams). It is typically embedded on websites or apps and is widely used to improve customer service, answer inquiries, and provide support.
Real-Time Communication
Enables immediate interaction between users and agents, reducing response times and enhancing user satisfaction.
Proactive Chat Invitations
Allows businesses to initiate chat with visitors based on their behavior, such as time spent on a page or scrolling patterns.
Multi-Channel Integration
Combines chat with other platforms like email, social media, or messaging apps, providing seamless communication.
Canned Responses
Offers pre-written responses to common questions, enabling agents to reply quickly and consistently.
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Chat Routing and Queuing
Automatically directs conversations to the right department or agent based on the query type or agent availability.
Chat Transcripts
Saves conversation history, allowing customers and agents to review past interactions for context.
File Sharing
Supports sharing of files like documents, images, or screenshots directly in the chat, aiding in troubleshooting or providing details.
Customization Options
Includes branded chat widgets, customizable themes, and personalized greetings to match the business’s identity.
Analytics and Reporting
Tracks metrics like chat volume, customer satisfaction scores, and agent performance to optimize service delivery.
AI and Chatbot Support
Integrates chatbots for handling simple queries, freeing human agents for complex issues and ensuring 24/7 availability.
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