Web Chat for Contact Center

Deploying chat is as easy as copying an HTML snippet to your website. Chat UIs customization is also available.

Chat scenarios can automatically query customer and access back-end data before distributing the chat.

  • Representatives can handle multiple web chats simultaneously
  • Canned response library is included
  • Chat transcripts are saved, could be sent to customer by e-mail
  • At the end of chat sessions, a survey is offered.

We also feature chat functionality such as Zendesk Chat in our integrations with CRMs.

Easy website integration

Embedding our click-to-chat widget is a snap. You can be up and running in just a few minutes. Simply select the desired look and then copy and paste the generated HTML code.

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Improve agent productivity

Agents can handle more than one chat session at a time, something that is not possible with voice calls. An agent can respond to one customer while waiting for a response from another. Pre-written response allow quickly replies to common questions.

Comprehensive tools help agents to provide great service

Have you ever wondered why a chat response is taking too long? We’ve thought through the chat experience from the customer’s side, and implemented important features that let agents meet and exceed customer expectations. (Like seeing who has been waiting the longest.)

Automate with chat scenarios

Our feature-rich chat scenarios allow you to identify customers and to collect relevant data for precise routing, segmentation, and prioritization; as well as provide effective self-service. Our out-of-the-box scenarios tie directly to the routing system for accurate distribution of every chat request.

Scenarios can communicate with the customer by prompting them, collecting chat input, analyzing it and replying back. Perform database dips against a range of third-party technologies.

All chats are unique; all agents are special

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. ServicePattern includes tools that help you effectively route incoming and ongoing interactions to the right person.

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Get a proper perspective with historical reporting

Kick-start your best practices with out-of-the-box templates.

Manage service quality

Our ServicePattern platform provides all of the features you need to effectively measure and react to service quality issues. But what make it unique and highly empowering is that it is unified across all channels. So instead of fractured data, you get true insights that support sound strategic and tactical decisions. For example, you can track interactions, get chat transcripts and grade agent chat performance.

Do more with friendly, web-based user interfaces

We designed and built our UIs based on decades of lab and field research and experience. Why? Because when something is easy to find and do, people do it more often. Powerful functionality goes wasted when it is too hard to find or figure out. ServicePattern makes it easy to be great.
Our web chat is fully customizable and can easily be localized. The user, agent and administration interface are all web-based.

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Why Wait?

We are happy to answer questions and discuss specific workflows and requirements on a live presentation online, or set up a pilot project to trial the solution without paying any license fees

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