Live Chat Software in Contact Center

At Teckinfo we understand the importance of delivering seamless customer experiences across all channels and live chat as a platform plays a pivotal role in achieving that goal. ID-Cloud, a unified call center platform with live chat software integration, a real-time communication tool facilitates instant text-based conversations between businesses and their customers. It enables businesses to interact with customers round the clock whether for service or sales, directly on their website or on other digital platforms. It offers a convenient and efficient way to address queries, provide assistance, and resolve issues promptly. 

Businesses benefit from improved customer engagement, as it enables personalized interactions, leading to higher satisfaction and loyalty. An omni-channel live chat platform, it is an invaluable component for transforming customer support, sales, communication strategies and for fostering stronger relationships between businesses and their clientele.

Overview

Elevate Customer Engagement - Chat your Way to Customer Delight and Business Success with ID Cloud Live Chat Platform

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What is a Live Chat Solution?

It is a customer support tool that enables real-time communication between website visitors and agents through a chat interface. It allows businesses to provide instant assistance and personalized interactions.

Multichannel Live Chat Support Solutions

Chat Initiation Options

Initiate website chats for instant customer support and personalized interactions to address inquiries and provide real-time chat assistance. Also, provide support through chat on mobile devices.

Concurrent Chat Sessions

Agents can engage in concurrent chat sessions to handle multiple customer inquiries simultaneously, reducing customer wait times for efficient support and improved agent productivity.

Intelligent Routing

Utilize intelligent routing to direct customer inquiries to the most suitable agents based on predefined rules, skillset, availability, customer contextor AI-powered algorithms for optimized and personalized support.

Language Support (Unicode)

Serve a diverse customer base with multilingual live chat support software, break down language barriers and expand your reach. Seamless interactions in multiple languages and character sets with Unicode compatible language support.

Knowledge Base

Empower agents with pre-defined responses and access to a comprehensive knowledge base, utilize canned messages for quick responses to FAQ’s, streamline customer support and ensure consistent and efficient communication with pre-defined replies.

SLA Management

Efficiently manage service level agreements to ensure timely response and resolution times, meeting customer expectations and enhancing overall service quality with the best live chat software.

Integrated Chat Bots

Leverage integrated chat bots to automate responses and handle repetitive queries, delivering instant support and freeing agents to focus on more complex issues. 

File Transfer

Facilitate seamless file transfer during chat sessions, allowing customers to share documents, images with customer service team to expedite issue resolution and enhance support efficiency.

Contextual Data

Native apps and websites can pass contextual data during chats, providing agents with valuable information about customers' interactions and preferences for personalized and efficient support.

Online or Offline Support

Offer online chat support during business hours and offline support with chatbots or leave-a-message options, ensuring continuous assistance and responsiveness for customers.

Interaction Statistics Reports

Chat tool provides statistics reports for insights into engagement, agent performance, and client sentiment, empowering data-driven decisions to improve customer support efficiency.

Customer Rating

Allow customers to rate their chat experience at the end, providing valuable feedback for service improvement and gauging agent performance to enhance satisfaction.

Reasons to Use Our Best Live Chat Solution

Improved Agent Productivity

Enables customer service representatives to resolve issues more effectively, reducing average handling times and boosting agent productivity.

Enhanced Customer Experience

Provides real-time, personalized interactions, leading to better live chat customer support and satisfaction.

Increased Efficiency

Allows agents to handle multiple conversations simultaneously, reducing customer wait times and increasing overall efficiency. Canned responses and knowledge base access further streamline the interactions.

Competitive Advantage

Sets your business apart as customers increasingly expect seamless and convenient live chat support options. Stay ahead of the curve, elevate customer service and outshine your competitors.

Omni Channel Integration

Seamlessly integrates chat with other channels, ensuring a unified customer experience across voice, email, message, social media, and more.

Secure and Compliant

Adheres to the highest security and compliance standards, ensuring safety of customer data and interactions.

24/7 Availability

Businesses can extend their service hours without the need for round-the-clock human agents. Chatbots can handle after-hours inquiries and support customers outside regular business hours, ensuring 24 x 7 availability.

Data-Driven Indicators

Real-time analytics and reporting provide valuable insights into customer behavior, agent performance, and service efficiency, enabling data-driven decision-making and continuous improvement.

Cost-Effectiveness and Savings

Allows businesses to handle more interactions with fewer agents, leading to cost savings and improved ROI.

Reasons to Use Our Best Live Chat Solution

Improved Agent Productivity

Enables customer service representatives to resolve issues more effectively, reducing average handling times and boosting agent productivity.

Enhanced Customer Experience

Provides real-time, personalized interactions, leading to better live chat customer support and satisfaction.

Increased Efficiency

Allows agents to handle multiple conversations simultaneously, reducing customer wait times and increasing overall efficiency. Canned responses and knowledge base access further streamline the interactions.

24/7 Availability

Businesses can extend their service hours without the need for round-the-clock human agents. Chatbots can handle after-hours inquiries and support customers outside regular business hours, ensuring 24 x 7 availability.

Omni Channel Integration

Seamlessly integrates chat with other channels, ensuring a unified customer experience across voice, email, message, social media, and more.

Secure and Compliant

Adheres to the highest security and compliance standards, ensuring safety of customer data and interactions.

Competitive Advantage

Sets your business apart from competitors, as customers increasingly expect seamless and convenient live chat support options.

Data-Driven Indicators

Real-time analytics and reporting provide valuable insights into customer behavior, agent performance, and service efficiency, enabling data-driven decision-making and continuous improvement.

Cost-Effectiveness and Savings

Allows businesses to handle more interactions with fewer agents, leading to cost savings and improved ROI.

Connect with us today to boost customer engagement and support with our live chat solution.

Contact Us

Transform your Contact Center with Live Chat

Remodel your contact centre into a customer-centric powerhouse with the live chat software. Elevate your customer support experience, improve agent efficiency, and boost customer satisfaction like never before.

Seamless Customer Interactions

With ID Cloud’s, web, and live chat solution, connect with website visitors in real-time, provide instant and personalized support. Eliminate the frustrations of long wait times and delayed responses, ensuring customers get assistance they need promptly.

Enhanced Agent Productivity

Empower your agents with intelligent chat routing and canned messages to handle multiple concurrent chat sessions efficiently. Allows agents to respond quickly to frequently asked questions, freeing up their time to focus on more complex inquiries. Integrated chatbots further enhance agent productivity by automating responses and handling repetitive queries, ensuring a smooth and streamlined support process.

Omnichannel Support

Consolidate lead data from different sources and map it to your central system for a unified view of customer interactions. Our solution provisions omnichannel interactions, bringing together interactions from social media, email, and messaging apps in one place. Chat integration in call center setup ensures consistent support across all channels and a seamless customer experience.

Valuable Insights

Get important information about interactions and agent performance with comprehensive reporting and analytics tools. Track key metrics, such as response times, customer satisfaction ratings, and chat volume, to identify trends and areas for improvement. Use these insights to make data-driven decisions and continuously optimize your support strategy.

Customer Feedback and Satisfaction

Allow customers to rate their chat experience at the end, providing valuable feedback for service improvement. With our live chat support solution, you can continuously gauge client satisfaction and measure the effectiveness of your support efforts. By listening to their feedback, you can adapt and evolve your contact center to meet their needs better.

What Our Customers Say
User Testimonials

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    See Frequently Asked Questions

    How does chat as a communication channel work?

    It enables businesses to engage with their customers in real-time through text-based conversations. When a website visitor initiates a chat, he is connected with an available support agent to address the visitor's inquiries, offer assistance, provide information or issue resolutions in real-time.

    It enhances customer experiences by providing instant and personalized support. It boosts efficiency through multi-tasking capabilities and reduces operational costs. The integration with other channels ensures a consistent customer journey.

    Absolutely! Our live chat software as a communication channel is designed to integrate seamlessly with various CRM and help desk systems, centralizing customer data and streamlining workflows for agents.

    Yes, ID Cloud live chat solution can be integrated with chatbots. Chatbots automate responses to common queries and handle repetitive tasks, freeing up human agents to focus on more complex issues.

    Live chat support integrated with other channels enables omnichannel experience, allowing businesses to consolidate customer interactions from various channels, such as social media, email, and messaging apps, in one unified dashboard.

    Yes, our live chat software platform supports multiple language diversity with Unicode compatibility, allowing businesses to cater to customers' preferred languages and character sets.

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