Web chat service solution

Chat is fast becoming a channel of choice for customer service and is the perfect complement to our CyCX 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.

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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

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Powerful Features & Benefits

• Integrate CyChat with our CyCX 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