Get instantly notified through email notifications whenever a chat request comes in. Take your conversation a step ahead by attaching images, videos, or files when required.
Help customers find answers to frequently asked queries by configuring pre-defined chat templates. Enable your agents to respond to queries faster with auto-suggested templates and canned responses.
Automatically allocate chat queries to available agents so that every customer is attended to in a timely manner. Round-robin ensures productive agent performance by evenly assigning chats to all active agents.
Boost agent performance with real-time chat monitoring. Track agent activity from log-in time until log-out. Set up the live chat dashboard to get a snapshot of chats being handled by on-duty agents. Agents can also maintain productivity by tracking break durations during shifts.
Transform your live chat support by tracking relevant KPIs to gain insights. Generate detailed reports to assess chat traffic, average turnaround time, first response time, missed chats, customer ratings, and more. Measure performance with data that can help you understand customers better.
Tickets always look the same regardless of the communication channel. Respond to chats through different platforms but stay in the same ticket thread. Have all the information available when you need it.
Configure chats based on your workflow and define chat categories as tickets or as leads accordingly. Convert your chats into tickets and allocate them based on departments, category, or any other criteria.
Get a look at the complete chat history and be updated with each customer’s specifics. Collect feedback from your customers and figure out the solutions that are working best for them.
Our customers prefer chat over call or email. The volume of mail and call tickets were less compared to chat tickets. We get around 650+ chat tickets from website and our mobile app per day. With Kapture Chat, our agents were able to handle several customers at the same time and were still able to offer personalized customer support experience
A live chat system is a form of customer chat support system that allows customers to speak directly with a company's representatives, usually those in customer service and technical support, and other roles. Live chat is a messaging system for a business that is integrated as a pop-up chat window within a company's website.
Employees can use and access training videos, presentations, documents, practical experiences of other employees, guidelines,helpful tips ways of helping customers in particular situations, and AI-powered assistants to guide and help them while interacting with the customers.
Live Chat is a digital communication channel where businesses can connect with their customers in real time. Chatbots are artificial intelligence (AI) software that uses natural language processing and machine learning to simulate conversations between humans and computers. Live chat and chatbots work together to provide a high-quality customer support experience to your customer.
- Improves the support experience for customers.
- Helps with customer acquisition and onboarding.
- Get answers instantly using a live chat system.
- It helps agents to personalize every conversation.
- Let your agents build rapport with customers.
- Reduces repetition for your customers.
- Boosts your customer service team's productivity.
- Provides 24/7 customer support.
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