Live Chat Software for Customer Support
Industry analysts report that live chat software can significantly reduce cost over
phone calls and allows companies to double the capacity of their customer service
and support teams. SmarterTrack's live chat feature can help businesses reduce phone
calls, capture information on website visitors and assist more customers concurrently.
Speak to customers in their own language
Automatically route live chats to the appropriate agent by assigning languages to
departments or use the built-in live chat translation feature to allow agents to
respond to chats in nearly every language.
Push information to customers in real time
Companies that use live chat software to meet the needs of website visitors can
push relevant product information and provide immediate answers to customers, eliminating
many barriers to purchasing.
Watch visitors and initiate conversations
Monitor visitors across multiple websites, track search engine referrals and use
a visitor’s navigation history to evaluate a potential customer’s interest. Then
increase conversions and enhance the quality of customer service by proactively
engaging customers in real-time communication via live chat.
Chat with customers from your mobile device
Connect to SmarterTrack while on your iPad, Windows Phone or Android device and
respond to tickets and live chats while on-the-go. SmarterTrack's Web helpdesk
is designed to provide a flawless experience on mobile devices and touch screens,
but you can also answer tickets and live chats via the mobile interface.
Aid employee development through live chat
Improve employee training and efficiency with SmarterTrack’s coaching and co-chat
features. Monitor live chats and proactively address issues by coaching the agent
in real time or joining the chat to help both the agent and customer simultaneously.
Promote collaboration by allowing an agent to seek guidance from another, more experienced
agent via instant message or create permanent chat rooms to conduct virtual meetings
with agents based at various locations.
Plus, you can:
- Use visual and audible cues to alert agents of active chats.
- Attach related tickets, tasks and time logs.
- Personalize agents with a photo or favorite icon.
- Create flexible rules and department structures.
- Offer surveys to gauge customer satisfaction.
- Auto-discover knowledge base articles and resolutions.
- Analyze helpdesk reports on live chats and agents.
- Configure events for any live chat action.
- Use custom fields to collect even more customer data.
- Integrate with existing databases and authentication systems.