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LIVE WEB CHAT FOR CUSTOMER SERVICE

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LIVE WEB CHAT

Live web chat streamlines customer service, helping agents to work efficiently and serve customers faster and better than ever before. After all, customers are happiest when they quickly reach the person who can solve their problem. Agents are only effective when they spend time on interactions that they are qualified to handle.

Our call center software is designed to distribute inbound interactions to the correct person at your contact center. What’s more, our proactive chat features make it even easier for brands to reach out to customers with special offers. Conveniently, customers can switch to a VoIP or video call at any time during a live chat, for a seamless multichannel conversation. AI-driven automation, intelligent routing, and on-the-fly channel switching help customers and brands connect fast!

BENEFITS FOR CUSTOMERS

Transformation of Customer Relationship

With live web chat, the customer space becomes more conversational and less transactional.

Help Where You Need It

From anywhere on your website, customers get targeted, timely service from skilled agents.

Seamless Escalation to a Call

Customers can start voice/video calls during the chat—talk, type, and share media concurrently.

in-app customer support new

BENEFITS FOR BRANDS

Transformation of Customer Relationship

Our agent capacity model routes customers to the best agent, not just the first available agent.

Reduction of Agent Workload

AI and bots save precious time by automating requests and understanding customer needs.

Higher Customer Satisfaction Rating

Surveys and sentiment analysis provide actionable QM data for boosting customer experience.

omnichannel self service

Your Digital Transformation Starts Now

Bright Pattern packs everything you need to meet modern customer expectations:

Continuous Omnichannel Conversations

Connect with customers from your website, social media, Facebook page, SMS, and other applications, switching between channels on the fly.

Intelligent Process Automation

Quickly route customers to the highest skilled agents, using Natural Language Understanding and advanced contact identification.

Instant Insights on Customer Behavior

Let AI-driven sentiment and content analysis show you what customers want. See how changes in communications patterns impact your brand.

Live Web Chat Key Features:

Automatic Distribution

Automatically direct site visitors to the best agent to handle the chat, not just the first agent available.

Agent capacity Model

Determine how many chats, calls, and other media agents can handle concurrently using our agent capacity model.

Omnichannel Scenarios

Scenarios can communicate with the customer by initiating prompts, collecting data, analyzing data, and sending replies.

Instant Identification

Tell our intelligent scenarios and bots how to identify contacts, assign priorities, and create a personalized experience.

AI-Driven Suggestions

Give agents a little help—bots use deep content analysis and keyword extraction to suggest informed replies.

Self-Service

Free up agents’ time by letting chatbots handle frequent requests and answer common questions.

Easy Escalation to a Call

Resolve issues faster with one-touch upgrades to in-browser voice calls—talk and chat at the same time.

On-the-Fly Channel Switching

Easily move the conversation from website to SMS/MMS, Facebook Messenger, LINE, Telegram, and Viber.

Omnichannel Scenarios

Chats, voice calls, and workflows are driven by scenarios, with shared communication and integration/data access.

Web Chat Built into Contact Center

All your conversations—including web chat, SMS, and messenger—are accessible from the Agent Desktop.

Canned Responses

Save agents precious time by saving banks of the most-used replies to questions and grabbing them at the ready.

Knowledge Base

Empower agents with information—stock your Knowledge Base with preapproved responses, training docs, and templates.

Photo Massaging

Exchange pictures during chat, and save them for later review in the customer’s contact details and activity history.

Built-in Cobrowsing

See exactly what people are talking about by viewing customers’ screens and mouse movements during a chat.

Form Exchange

Let customers fill in the details and send completed forms securely without saving sensitive data in transcripts.

Supervisor Monitoring

Keep tabs on all the agents on the team using call recording, screen viewing barge-in, and real-time KPIs.

QM Tools

Help supervisors improve team performance with QM tools like chat transcript review, screen recording, and grading.

Service Quality Management

Effectively measure and react to chat quality issues and get insights that support strategic decisions for all services.

Omnichannel Insights

Understand customer behavior and contact center performance using robust real-time and historical reports.

Automatic Surveys

Learn how you can do better by gathering important intel from customers in a post-conversation survey.

Transcripts and Recordings

Chat transcripts and call recordings can be saved and emailed to supervisors, agents, and customers.

Easy-to-Add Widgets

Place personalized chat widgets anywhere on your website by simply copying and pasting our prefab HTML.

Proactive Chat

Don’t wait for people to come to you—reach out to them directly with our proactive chat messages.

Web Notifications

Reduce the likelihood of abandoned chats by enabling web notifications to remind customers about their chat sessions.

Pricing

Omnichannel

Integrations

Features

Cloud-Based

Awards

SEE WEBCHAT FEATURES IN ACTION

We are happy to answer questions, discuss specific workflows and requirements on a live presentation online, describe core benefits, or set up a pilot project to trial our applications without paying any license fees. Let Bright Pattern’s call center solution help you change the pattern of customer service

Get More Info Now

Request a Demo

By clicking the button above, I consent to Bright Pattern contacting me by phone call and/or SMS to respond to my above inquiry on services and for future marketing messages and offers. Message & data rates may apply, and message frequency may vary.

Request a Demo

By clicking the button above, I consent to Bright Pattern contacting me by phone call and/or SMS to respond to my above inquiry on services and for future marketing messages and offers. Message & data rates may apply, and message frequency may vary.