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Take an active role in the customer lifecycle by being there to instantly engage or react, maintaining momentum towards purchases and accelerating resolution.
Even before purchase, using live chat for customer service offers a helping hand, reducing effort and streamlining the onboarding experience.
Easily accessible live chat interfaces provide answers as soon as questions arise and direct customers to the resources they need before they need to search for them.
By maximizing on engagement opportunities, live chat contact center services provide answers before customers pick up the phone, and streamline escalations when needed.
Manage your contact center’s and individual agent performance, and monitor your KPIs in real-time.
Leverage behavioral targeting to trigger conversations based on customer journey, segmentation and products or pages viewed.
Easily route customer service or sales chats to the right agent according to your business rules.
Offer cobrowsing for enhanced interactive support, guiding customers and offering practical online assistance.
Anticipate and understand customer intent during a live chat.
Ensure high-quality communication without grammar or spelling mistakes.
Optimize this core channel, preferred by customers for an increasingly complex spectrum of contexts.
Provide precise, personalized replies for highly efficient and accurate asynchronous customer care.
Manage fast-paced, high-visibility conversations and rapidly route customers to the help they need.
Engage customers using familiar interfaces, rich content and convenient asynchronous conversations.
Ensure accessibility across all mobile devices and message visibility thanks to high open rates.
Leverage a face-to-face channel to connect, collaborate and visualize problems remotely.
Live chat, a real-time messaging tool accessible through websites or mobile apps, serves three roles in the digital customer service landscape. Firstly, amidst the thriving e-commerce environment, it actively engages website visitors, addressing inquiries and guiding them through their purchasing journey. Secondly, it efficiently directs visitors seeking self-help resources to relevant information or alternative channels. Lastly, it provides a convenient avenue for loyal customers to access customer service through a trusted business app. In essence, live chat makes it easier to enhance customer experience by offering highly accessible and timely support at important moments in the customer lifecycle.
Contact center live chat maximizes new opportunities for engagement. This convenient real-time messaging channel takes customer service to customers, offering a welcome digital alternative to traditional communication channels. Moreover, live chat opens new opportunities for businesses to support their customers more efficiently while rationalizing operational costs. By leveraging automation and chatbots, businesses can handle multiple chat sessions simultaneously, escalating queries as necessary to maximize agent productivity and minimize response times. Additionally, the ability to archive chat transcripts enables agents to review past interactions and provide consistent support, further enhancing the overall customer experience.
The key benefits of using live chat for customer service lie in its ability to offer fast-paced, real-time assistance that seizes opportunities to make a tangible impact on customer behavior. While it is a very efficient agent-led asynchronous channel it can also be automated.
Moreover, live chat empowers agents to proactively engage with website visitors, identifying and addressing their needs. Businesses can guide customers through their journey, supporting their decision-making process, and ultimately driving conversions. This proactive approach ensures that every interaction counts, maximizing the impact of the contact center’s resources and delivering exceptional customer experiences.
To effectively integrate live chat into a customer service strategy, businesses can leverage the capabilities of an omnichannel platform, such as a CCaaS (Contact Centre as a Service) solution. These platforms provide a holistic approach to customer service, allowing businesses to seamlessly integrate live chat alongside other communication channels for a complete channel strategy. Moreover, the automation and AI capabilities of these platforms play an additional beneficial role in optimizing chatbots used on this channel.
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