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.
Personalize live chats with agent avatars
Just as with tickets, you can add a personal touch to live chats using agent avatars.
By using pictures of your agents you can provide customers with a more personal
Help Customers Help Themselves
When customers and end users initiate a live chat, allow them to see possible solutions and/or answers to their questions using your in-house knowledge base. By providing potential answers to customers before they interact with an agent, you not only empower them and teach them how to solve an issue but you also save money on support costs.
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. Website administrators can even send broadcast messages for all vistiors to see and act on, such as when a new promotion is available.
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 iOS, Windows Phone or Android device and respond
to tickets and live chats while on-the-go. SmarterTrack's 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 a chat to help both the agent and customer simultaneously.
Promote collaboration by allowing an agent to seek guidance from a more experienced
agent via instant message or create permanent chat rooms to conduct virtual meetings
with agents across various locations.
Plus, you can:
- Spell check and check live chat responses for grammar errors.
- Use dictionaries in one of over 17 different languages.
- Use visual and audible cues to alert agents of active chats.
- Attach related tickets, tasks and time logs.
- View all live chats associated to a specific email address.
- Create flexible rules and department structures.
- Offer surveys to gauge customer satisfaction.
- Auto-discover knowledge base articles and resolutions.
- Add internal notes to help agents better assist customers.
- 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.