Chat

See Asynchronous Chat.

Chat is real-time, text-based communication between a customer and an agent (human or bot/ai), facilitated through a chat interface or messaging platform. This form of communication is a popular channel for customer service interactions and is often called “live chat” or “online chat.”

Live chat is valued for its efficiency, ease of use, and the ability to provide instant customer support. It enables businesses to engage with website visitors, resolve issues, answer inquiries, guide purchases, and enhance overall customer satisfaction. Moreover, it complements other communication channels within the contact center to offer a seamless omnichannel experience for customers.

Key Characteristics of Chat in a Call/Contact Center 

• Real-Time Text Communication: Chat allows customers and agents to exchange messages in a back-and-forth format instantly.
• Web-Based Interface: Typically, customers access chat through a chat widget on a company’s website, mobile app, or a dedicated messaging platform.
• Convenience and Accessibility: Customers can initiate a chat from any device with internet access, making it a convenient option for seeking assistance.
• Multitasking Capability: Customers can engage in a chat conversation while performing other tasks, providing a level of flexibility.
• Immediate Responses: Agents strive to respond promptly, offering real-time assistance to customer inquiries, concerns, or issues.
• Predefined Responses or Scripts: Agents may use predefined responses or scripts to handle common inquiries efficiently and maintain consistency in messaging.
• File and Media Sharing: The ability to share files, images, screenshots, or links during the chat conversation to enhance problem-solving and communication.
• Transcripts and Documentation: The conversation is often recorded, allowing agents to review and refer to it for future reference and ensuring a complete record of the interaction.
• Integration with Other Systems: Integration with customer relationship management (CRM) systems or knowledge bases to provide accurate and personalized assistance based on customer history.
• Chatbots and Automation: Automation is often incorporated through chatbots to handle routine queries, qualify leads, or assist customers before transferring to a human agent if needed. See Chatbots.