Live Chat for Customer Service

Service Suite Customer Service Chat is a powerful live chat solution for small businesses, enterprises, and government agencies. Service Suite seamlessly creates a real-time link from your clients or constituents to your call center. Service Suite's ground breaking technology enables your customers to instantly resolve problems with their web browser without using plug-ins or Java.

Key Benefits

• Increase your Customer Service Representative Efficiency
  Your customer service representatives are limited to handling one customer at a time on the phone. With live chat your agents can handle more than one customer at a time. This leads to increased efficiency and reduced wait times for your customers.
• Reduce your Support Costs
  Conservative analysts estimate a call to a typical call center costs your organization between $3 and $4. Each live chat or web transaction is estimated to cost between $.50 and $1. This is a cost savings of nearly 88% versus traditional call centers.
• Increase Customer Satisfaction Rate
  The experience of customers using live chat versus the telephone are totally different. Average hold times are far shorter for live chat since agents can handle multiple chats. Live chat customers can be “pushed” to knowledge base articles or web pages that explain the solution to their problem. The speed of resolution and ability to perform othertasks while on hold gives your customers a more productive and satisfying customer service experience with your company.

Key Features

• Service Suite Intelligent Agent Console™
  Service Suite’s Intelligent Agent Console automatically manages and prioritizes chats for the agent. This exclusive feature of Service Suite will instantly make your agents more efficient.
• Integrated Canned Responses
  "Canned" and pre-defined responses decrease response time of your agents. Frequently asked questions can be answered with one-click.
• Knowledge Base Integration
  Service Suite Customer Service Chat is fully integrated with our Knowledge Base. Your Knowledge Base articles are available as canned responses to your agents. They now become instant experts on any subject.
• Integrated File Transfer & Desktop Remote Control
  With our optional File Transfer & Desktop Remote Control modules you can instantly diagnose problems on remote PCs with the click of your mouse. Learn More...
• SSL Encryption
  Using industry standard SSL encryption your customer’s data is secure in-transit and during storage.
• Intelligent ACD & Departmental Call Routing
  Service Suite incorporates intelligent routing technology which distributes chats into the appropriate departments and alerts the best suited operator.
• PushAnything™
  Push Flash movies, video, images, forms, and web pages with ease. Virtually any type of content can be pushed into the chat window itself.
• Spell Check
  Each outgoing message can be automatically checked for accurate spelling and punctuation to maintain the professionalism of your organization.
• Instant Chat Translation
  Don’t speak French? Now you can with Service Suite’s optional Instant Chat Translation feature. Customers see your responses in their native language while you see their replies in English. Learn more…
• Complete Customer History
  Display instantly the complete history of a customer including chat transcripts, browsing history, telephone calls, and e-mails. Search for any customer’s details with our powerful integrated search engine.
• Pre and Post Chat Surveys
  Find out what your customers needs are before they enter a chat with a custom pre-chat survey. Measure how your customers rate their chat experience with a Post Chat Survey.
• Customize the look & feel
  Completely change the color scheme of the customer facing screens to match your corporate logo & colors.
• Web Based or Downloadable Console
  If your organization requires a web based console or a downloadable one we can accommodate you.
• Managerial Chat Monitoring
  Managers can discreetly monitor agent chat sessions and interrupt if needed.
• Powerful Managerial Reporting
  See exactly how your agents are handling your customers with chat monitoring and managerial reporting. Head off resource shortages with predictive reports displaying current and future loads.
• Easy to use
  Service Suite requires little zero training and most organizations are up and running the same day.

Learn More

Intrigued? Feel free to contact us for more information.