Web Chat

Use the world’s fastest growing digital channel to improve customer service

Web Chat is one of the fastest growing communication channels on the planet, with some industry experts predicting that it will be more important in the customer experience than social media.

The reason is simple – from a customer perspective it’s quick, easy to use and removes the hassle of talking to agents. Providing Web Chat for your customers also makes good business sense. Research shows that customers using web-chat have higher conversion rates, buy more and provide higher customer service scores.

This is because Web Chat meets their needs – it’s on the spot to help them at the time they have a query. No IVR, no lengthy queue.

Web Chat also increases your productivity. Agents can manage campaigns across multiple channels and each agent can manage multiple customers via Web Chat rather than just one on the phone.

Test Web Chat with ipSCAPE

It’s easy to put Web Chat on your website – and it comes bundled with the ipSCAPE solution. This means it’s a cost effective way of testing how important it is to your customers and how they want to use it. It can be activated in minutes, and you’re in control so you can move your agents from Voice to Chat to Email and back seamlessly, in line with customer demand.

Key Features

Live click-to-chat

Install ipSCAPE’s web chat solution quickly and easily on your website and give customers the option to chat with your agents through branded chat windows.

Single and multi-chat options

Give your agents the ability to manage single or multi-customer chats.

Web Chat response templates improve performance

Standard templated responses improve the speed and accuracy of your agents work and protect your brand.

Automatic greeting message

Respond fast to customers and use agent time more effectively with automated greetings.

Visible and searchable Web Chat history

Ensures your agents never lose the thread of a customer conversation.

Manage results in real-time

Real-time dashboards and analytics help you track campaign performance by the minute and adapt as needed.

Branded webchat windows

Configure your Chat Windows to match your website branding.

Wrap to email or voice call-back

Link web chat outcomes to next steps in the customer journey by using wrap codes which activate email or voice call-backs.

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