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.

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Website 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.

Help Desk Live Chat Integration
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Inline File Transfers

Agents and users can easily upload and download files as they chat, sharing screen shots, error reports, invoices, and more.

Live Chat Workload

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.

Help Desk Live Chat SLA
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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.

Help Desk Live Chat Coaching

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.

Real Time Translations

Real Time Translations

If a chat comes in from a foreign county, SmarterTrack can automatically translate the user’s chat text using Google or Azure language services.

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