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.
A range of default live chat greetings are also available, or users can pick or provide their own which best suits their brand tone. The software also offers templates for quick responses These are available across all of its messaging integrations and are also fully customizable.
Changes made take effect immediately, so updating preferences at a later date is quick and easy.
Knowledge-based articles and FAQs can only go so far, it’s REAL human interaction that converts visitors into customers and new leads. Switching between operators and having the customer repeat their issue again and again will also do no favors neither for the agents, nor for the clients.
Chat messages can be delivered to a specific agent or a group of agents. If it’s the latter, then any of the receiving agents can ‘take over’ the chat conversation.
If the issue is too complex, the operator can always transfer the chat to a different agent with required expertise. Since the record keeps the whole chat conversation history in one place – it will cause no delays in resolving the issue.
Once finished, they can mark the conversation as ‘dealt with’ to keep the Web Client records tidy and clear.
3CX StartUP is absolutely free forever for up to 10 users – no hidden charges and annoying ads. If you need more than 10 users or agents, StartUP PRO starts from as little as $£175 per year. It doesn’t only enable to bring up to 20 agents on board, but also includes more sophisticated contact center features a growing business would appreciate including call recording, and tools exceptionally useful for agent training such as Listen in, Barge in and Whisper.
To get your hands on a 4.5-star free plugin today, complete a 2-minute registration to 3CX StartUP and download the plugin from the official WordPress store. With more than 30,000 active installations, you will get a solution your business can trust.
Thanks to 3CX StartUP, any organization – no matter the size or IT skill set – can now have a powerful live chat solution added to its website.
Now THAT’S worth talking about..!
To learn more about 3CX can help your and your customers’ businesses digitize and thrive, click here.
