Route live webchats to your team
Integrate web chat, messaging apps and email all into one place. Delight your agents, and let your customers contact you on convenient channels for them.
Group Channel Management
Are you fed up with using separate tools for your different customer care channels? Sentiment's unified inbox has you covered and includes SLA routing to proritise different channels and topics, and then route to your agents automatically.
Advanced Chat features as standard
Deploy one slick interface for your agents, including image and file sharing, emoticons, typing indicators and more.
Slash response time and scale 300% using the same team resource with Automation
Automatic routing by SLA and priority
The Sentiment automatic routing engine takes all incoming conversations irrespective of channel and routes them to your online team mates based on internally set priorities or service level targets. Your team mates never get to cherry pick which queries they want to deal with, so issues are not missed, and response times are greatly reduced. You can either scale back on human resource, or triple your revenue with the same team.
Web chat has become a preferred customer service channel for many businesses, offering several advantages over traditional contact channels. Here are 10 ways in which web chat excels:
Instant Response:
- Web chat provides instant responses, eliminating the need for customers to wait on hold or anticipate delayed email replies. This immediacy enhances the overall customer experience by addressing queries in real-time.
Multitasking Efficiency:
- Customers can engage in web chat while multitasking, allowing them to browse products or continue with other online activities simultaneously. This flexibility is a convenience that traditional channels often lack.
Cost-Effective:
- Web chat is a cost-effective customer service solution compared to traditional channels like phone support. Agents can handle multiple chat sessions simultaneously, optimizing resource utilization and reducing operational costs.
Transcript Record:
- Web chat transcripts provide a documented record of customer interactions. This can be valuable for both customers and businesses, allowing easy reference to previous conversations and ensuring clarity in communication.
Proactive Engagement:
- Businesses can use web chat to proactively engage customers based on their behavior on the website. For example, triggering a chat window when a customer spends a certain amount of time on a specific page, offering assistance before the customer initiates contact.
Personalization:
- Web chat allows for personalized interactions. Agents can access customer information and history, providing a tailored experience. This personal touch contributes to a more positive and customer-centric service.
Automation Integration:
- Integration with chatbots and automated responses is seamless in web chat. Businesses can use chatbots to handle routine queries, freeing up human agents for more complex issues. This enhances efficiency and responsiveness.
Global Reach:
- Web chat transcends geographical limitations, enabling businesses to provide customer service to a global audience. Customers from different time zones can access support without constraints, contributing to enhanced accessibility.
Real-Time Support Features:
- Web chat often includes features such as co-browsing or screen sharing, enabling agents to provide real-time assistance by navigating customers through websites or solving technical issues collaboratively.
Customer Satisfaction Metrics:
- Web chat platforms often provide built-in customer satisfaction surveys. This immediate feedback loop helps businesses gauge the effectiveness of their customer service efforts and make continuous improvements.
In summary, web chat offers a range of benefits that make it a superior customer service channel compared to traditional methods. Its speed, efficiency, cost-effectiveness, personalization, and integration capabilities contribute to an enhanced customer experience and increased operational efficiency for businesses.
