Web chat service solution

Chat is fast becoming a channel of choice for customer service and is the perfect complement to our CyCX Connect Omni Channel Contact Centre solution.

Customers increasingly start their relationship with your business online and it's a simple next step to just click and chat with a member of your team. Your customers will appreciate the more direct and personal service that web chat provides – its not social media and therefore your interaction with your customer is only with them not visible as part of an open forum or discussion.

Live Chat Numbers

• Live chat has become the leading digital contact method for online customers, as a staggering 42% of customers prefer live chat compared to just 23% for email, and 16% for social media or forums.
• A study by FurstPerson found that as many as 77% of customers won’t make a purchase on a website if there’s no live chat option available.
• 79% of customers say they prefer live chat purely because of the immediacy it offers compared to other channels.
• A report by ICMI found that website visitors that engage with your company via live chat are worth 4.5 times more than visitors that don’t.
• 72% of customers now expect a customer service agent to know their contact details, product information and service history as soon as they engage and without being asked.

Business Benefit

• Gives your clients instant communication with your internal teams, meaning better customer service
• Instant sales leads for your business when a visitor initiates a web chat request from your website
• Better first impressions of your business when new and existing clients get answered quickly and efficiently
• Personal and not an open public forum
• Overcomes issues with accents, regional dialects, noisy environments
• Provides audit trail of the interaction
• Very efficient by introducing multiple chats for agents
• Enhances customer service as teams can talk to each other internally and provide the best response for the Customer

Powerful Features & Benefits

• Integrate CyChat with our CyCX Connect solution for full Multi-Channel Call Centre functionality
• Route different customer initiated web chat
• request to specific teams like sales, support & accounts
• Direct the web chat request to our CyChat web based desktop client
• One-on-One or multi-party chat
• Transfer current chat or web chat requests onto your other colleagues quickly and easily