Voice, video, SMS, email, social media – the options your customers have to get in touch are multiple.
The modern omni-channel world means they want to reach out via any one of them, from anywhere and at any time.
But there’s now an extra one that they are loving more and more: live chat.
The immediacy of a phone call without having to call anyone; the convenience of an SMS but without the delayed response: live chat is fast-becoming the go-to for those looking for a swift, no fuss communication experience.
Add the ability for those live chat interactions to convert instantly to a phone call – or even a video call – with a single-click, and your contact center really has all the bases covered.
Leading provider of unified communications software 3CX has been a pioneer of communications systems for many years and is well versed in what customers need and want.
As a result, it has added 3CX Live Chat to its clever all-in-one contact center solution – integrating it seamlessly with voice calling and other messaging platforms including WhatsApp and Facebook.
It is all accessed and controlled via a single, user-friendly interface - 3CX Web Client; meaning a single agent can attend to customers without the need to switch between apps.
However, it’s the platform’s chat-to-call functionality which truly sets it apart.
It is not just a live chat solution – visitors can convert their written-word conversation into a phone call with the same agent they are already conversing with at the click of a button.
This is especially important if a chat conversation is becoming complex.
What's more, they can opt to turn the phone call into a video call; all through their browser, and all for free. 3CX uses the latest WebRTC technology to provide agents with their unique ‘Talk’ links. Once clicked the customer initiates a direct call with the same operator without having to exchange additional information or wait in a queue before getting on the call.
Brilliantly, a range of styling options also enables you to customize and match your 3CX Live Chat to your existing brand look-and-feel – all quickly and easily via the Web Client.
Four template color schemes are on offer with a fully-customizable bubble appearance, text, background, and chat icon; all with zero coding required.
