Live chat is a real-time communication tool integrated into websites or within applications that enables users to engage with a representatives through text-based messages. It enables users to seek assistance, ask questions, or provide feedback instantly. Integrating and managing live chat is possible with an omnichannel contact centre solution.

Contact centres with integrated live chat enables customers to reach an available contact centre agent without calling or waiting for an email response. 

The benefits of live chat within omnichannel contact centre

Centralised Customer Data

An omnichannel contact centre aims to provide a seamless and consistent customer experience across multiple communication channels, such as phone, email, social media, and chat. Live chat can be integrated into the contact centre’s customer relationship management (CRM) or contact centre software, where all customer data and interactions are centralised.

Cross-Channel Visibility

When a customer interacts with the contact centre via live chat, the information from that chat session is captured and stored within the CRM or contact centre platform. This ensures that agents have access to the full context of the customer’s interaction history, regardless of the channel the customer used previously.

Agent Collaboration

Live chat integration allows agents to collaborate effectively with colleagues who may be handling other channels. For example, if a customer initiates a chat conversation but later switches to a phone call or sends an email, the agent handling the chat can transfer the interaction seamlessly to another agent or channel while preserving the conversation history.

Consistent Responses

Integration ensures that agents can provide consistent responses and support, regardless of the channel customers choose. This consistency is crucial for maintaining a unified brand image and delivering a high-quality customer experience.

Omnichannel Reporting

Contact centres can generate omnichannel reports that provide insights into agent performance, customer interactions, and service levels across all channels, including live chat. This data helps contact centre managers make informed decisions and continuously improve their operations.

Routing and Queuing

Live chat interactions can be routed and queued alongside other channels, allowing for efficient distribution of work among agents. This ensures that customer enquiries are handled in a timely manner, regardless of the channel they originate from.

Customer Insights

Integration with live chat enables the capture of valuable customer data and preferences. This information can be used to personalise interactions and tailor services to individual customer needs, further enhancing the omnichannel customer experience.