Live Chat
Immediate, instantaneous conversations via live chat can help businesses reduce phone calls, assist more customers concurrently, and caters to customer preferences. As a result, live chat also increases service level efficiency without increasing cost. More people are turning to live chat as their preferred means of communication so offering live as a support mechanism is the ideal customer service solution.
Try for FreeBuy NowWebsite Integration
Users can start a chat right from the Portal or anywhere on your website. Integrate live chat in your shopping cart, on specific landing pages or throughout your site simply by adding a few lines of code. You can even customize the chat window, chat avatar and any welcome messages.
Real Time Translations
When a chat comes in from a foreign county, SmarterTrack can automatically detect the language and translate the user's chat using Google or Azure language services, ensuring agents are able to assist customers regardless of where they are.
Manageable Workload
Live chats can be distributed evenly to all active chat agents or agents can "cherry-pick" chats from the Queue as they come in. Managers can even set up how many chats an agent can take at the same time, maximizing an agent's time while efficiently managing their workload.
SLA Management
Just as with Tickets, SmarterTrack's powerful Events system allows managers to stay on top of live chats as they come in, as they end or if they sit idle for too long. Events are the perfect way to ensure your service levels are met.
Inline Resolutions
Using live chat templates, which can be customized by Department, it's possible to give customers who start live chats some suggested knowledge base articles to review, potentially solving their issue BEFORE the live chat is handed to an Agent.
Coaching and Assistance
Agents and Managers can watch chats in real time. If an Agent struggles or needs assistance, other Agents or Managers can help guide the Agent, privately and securely, ensuring customers get the proper information, quickly and confidently.