Real-time Help Desk Chat

Optimize incident resolution, increase agent efficiency and raise customer satisfaction in real time.

Help Desk Chat

| Chat channel in your Service Desk | Customer support | Optimization of the user experience | Real-time communication between agents and users | Virtual Assistants| Chat channel in your Service Desk | Customer support | Optimization of the user experience | Real-time communication between agents and users | Virtual Assistants

Instant communication with your customers

Instant communication

Benefits of having a Live Chat

A tool integrated into our Help Desk platform that will allow you to interact with users immediately, optimizing response times, increasing customer satisfaction and improving the efficiency of your support team.

Increased Productivity

Increased Productivity

Live chat allows your agents to handle multiple conversations at the same time, without sacrificing service quality. This translates into greater operational efficiency.

Improved customer experience

Improved customer experience

Fast and direct service increases customer satisfaction and reduces friction in the support process. This strengthens your brand image and builds customer loyalty.

Unified multichannel service

Unified multichannel service

Chat complements other channels available on ServiceTonic – such as email, web forms or telephone – offering an omnichannel support experience from a single platform.

Key chat funcionalities

Key Chat functionalities

Automatic ticket creation

Create or update a ticket from a chat session, including attachments and transcribing the entire conversation between agent and user or customer.

Conversation history

Chats: Retrieve past conversations and manage chat lists. Consult the conversation with a given user at any time, and let any agent pick up where they left off.

Transfers between agents

The conversation can be transferred to another agent without losing the thread or information, ensuring continuous and professional communication.

AI Agents

Train the Virtual Assistants to provide instant responses to users based on internal documentation, URLs, Knowledge Base, and ticket history.

Visitor management

Monitor all active sessions on a single Service Desk screen: see the status of each chat, the source IP, the user’s name, the assigned agent and the start date and time.

Real-time notifications

Both the user and the agent are instantly alerted to new messages, improving responsiveness and preventing conversations from being left pending.

Configure the chat in just a few steps, without the need for advanced technical knowledge. Adapt it to your corporate image and activate the functionalities that best fit your processes, always with the support of our agents.
Adjust the appearance of the chat to reflect the visual identity of your organization and define behavioral rules adapted to different user profiles or departments.
Block bots and spam by eliminating those conversations that contribute nothing and take time away from your agents, allowing them to focus on real conversations that add value.
Allow your users to receive a complete transcript of each conversation by e-mail. This way they can keep a record of the exchange, even if they start a new chat at a later time.

Discover how to transform customer service

Want to see ServiceTonic’s real-time chat in action?

Discover how to transform customer service

Want to see ServiceTonic’s real-time chat in action?