uWebChat is a web-based chat client that lets you communicate with your website visitors. It was launched by Netherlands-based software company Universal IT in 2006 and has over 250 enterprise clients worldwide. uWebChat is a Teams-based software application, which means that it comes natively designed for Teams implementation.
Here’s how it works: once you install uWebChat, a chat button is added to your website, and the chat interface can be customised to match your company’s branding. At the backend, uWebChat connects with Microsoft Teams, so any message that a website visitor types into the chat window are relayed to you via Teams. It essentially allows Teams users to act as customer service agents and provide web-based support without requiring a separate platform. This unique capability (combined with affordable pricing at $3 and upwards) makes it ideal for small to mid-sized businesses.
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Importantly, uWebChat is a certified Microsoft partner and has won recognition in the Cloud Platform, Cloud Productivity, Messaging, Data Analytics, and Collaboration and Content categories. It is a Gold Partner in the first two categories and a Silver Partner in the rest. Let us now review the key features of uWebChat in detail.
Inside the uWebChat App for Teams
You can download uWebChat directly from Microsoft AppSource. Keep in mind that it has to be set up with your website at the front end before you can start using the application. A uWebChat license allows you to customise the chat interface and install it on your WordPress or any other website. When you download and open the uWebChat app in Teams, you will be prompted to enter your company name and license number. This synchronises your company profile and other information with your website implementation.
A free version of uWebChat is available, so you can take it for a test drive without going into payment hassles.
Here are its key features:
- The uWebChat bot – The uWebChat bot guides you through the initial steps of using the application. For example, if you do not have an existing license, the bot will set up a free account for your company and help you to embed a uWebChat client on your website. Most configurations and actions on uWebChat occur through conversations with the bot.
- Real-time translation – This is one of the most compelling features of uWebChat. Given that the company is a Microsoft Gold and Silver Partner, it relies heavily on Microsoft 365 and Microsoft’s Azure Cognitive Services. Agents can communicate in 68 languages, and uWebChat will translate it in real time so the website visitor can understand it.
- Agent selection and agent hunt – uWebChat has two crucial features that you’d expect in a chat-based contact centre solution – agent selection, where you specify the agents currently in an active shift, and agent hunt to prioritise the order of message delivery. You can create agent groups using uWebChat. You can select a group and choose available agents. You can also assign a prioritisation number to every agent, and customer chat messages will be relayed accordingly.
- Chat archival – This feature makes uWebChat a truly enterprise-grade app, regardless of its price point or simplicity of UX. You can archive all customer conversations to OneDrive, and the app ensures that chat details are stored within your Office 365 tenant.
- Speech-to-text – In addition to translation, Azure Cognitive Services also help convert speech to text and save your agents the effort of typing out replies. This can come in handy when agents respond to customers on the move or must reply hands-freely.
- Chat-to-meeting conversion – Agents can transform an ongoing chat conversation into an audio or video conversation at any time. This is particularly helpful for business-to-business or B2B service providers whose website visitors might want personalised support and a more detailed conversation. To enable this feature, uWebChat connects with Microsoft’s Meet Now service.
Why the uWebChat App Makes a Difference
uWebChat is built on a unique and clear premise: help businesses provide chat support to website visitors via Microsoft Teams. You can keep it as simple as you require or leverage uWebChat as part of Microsoft’s Direct Routing services for Teams and build an end-to-end contact centre.
What We Think
For $3, $15, or $25 per user per month, uWebChat equips you with powerful chat support capabilities in a Teams native environment.
Download it here.
