Chat communication between agents and customers
Chat Feature | Supporting Your Customers | Optimizing User Experience
Chat tool in your help desk software
ServiceTonic© includes in its Help Desk software its own communication channel that is integrated into the User Portal itself and can also be added to a corporate website.
This tool enables instant two-way communication between the agent and the customer.
It is an indispensable tool to offer an optimal technical, commercial and customer service.
Streamlined communication with your customers and users
Help Desk Chat Integration
With the chat installed, both in your user portal and on the corporate website, you can offer your customers and/or users immediate answers, both to technical and commercial questions, or simply to address their requests.
Integrated with ServiceTonic©, it allows you to create or update tickets from a conversation, talk to one or several agents with the same user and consult other screens while interacting with the customer.
Additional Channel
Provide an additional channel of communication and enhance the user experience.
Customer Satisfaction
Increase customer satisfaction by integrating conversations to the Service Desk.
Optimization
Optimize the work of your agents by attending several Chats simultaneously.
Pop-up Chat notification
Pop-up notifications after a few seconds to engage with your website visitors.
Benefits to enable chat as a real-time communication channel
Use ServiceTonic’s© chat as a new communication channel and discover the advantages it provides
Ticket creation
Create or update a ticket directly from the chat session, including attachments and transcribing the entire conversation between agent and user or customer.
Access to the entire conversation will allow agents to offer a solution to the customer without the need to describe the request again, while allowing any agent, outside the initial dialogue, to resolve that ticket by having all the information available from the start of the conversation.
History management
Chats: Retrieve past conversations and manage chat lists. Check the conversation with a specific user at any time, and let any agent pick it up where it got left off.
History management
Chats: Retrieve past conversations and manage chat lists. Check the conversation with a specific user at any time, and let any agent pick it up where it got left off.
Conversation transfer between agents
Transfer the conversation to another agent to continue the interaction with the user. Authorize another agent, regardless of department, to continue the conversation with the user or customer, only requiring that this agent is authorized to access the chat.
Easy to use
Answer the chat without abandoning the screen or task. This allows you to continue with the rest of your duties while attending to the requests of your clients and users. All in a single ServiceTonic© window.
Easy to use
Answer the chat without abandoning the screen or task. This allows you to continue with the rest of your duties while attending to the requests of your clients and users. All in a single ServiceTonic© window.
Management of visitors and sessions
Control visitors and active sessions of the tool through the Service Desk, and see, in a single screen, the status of each chat, the IP from which the conversation has started, the name of the interlocutor, the agent who has serviced the conversation and the date and time of start.
Web integration
Integrate the chat on your webpage or on the user portal, the chat is always synchronized with the Service Desk and it will become just one more communication channel between users and customers with their agents.
Web integration
Integrate the chat on your webpage or on the user portal, the chat is always synchronized with the Service Desk and it will become just one more communication channel between users and customers with their agents.
Notifications
Get real-time notifications about conversations, so you can immediately attend to your users’ or customers’ conversations.
E-mail connected
This functionality allows you to send the transcript of the conversation via email to your users and customers, so that they can always access the content of this chat, even if a new one has been started.
This functionality allows you to send the transcript of the conversation via email to your users and customers, so that they can always access the content of this chat, even if a new one has been started.
Anti-Spam and Robots
Block robots and spam by eliminating unhelpful conversations that take time away from your agents, allowing them to focus on real, valuable conversations.
Install this utility in your company
Optimize the customer experience thanks to this new communication channel, installed both in your user portal and corporate website.