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 experience.

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.