In today’s fast-paced digital world, customer engagement is more critical than ever. Customers expect immediate and personalized interactions across various channels, including web chat. That’s why we’re thrilled to introduce our upgraded web chat feature, designed to revolutionize how businesses engage with their customers online.
Our web chat solution is seamlessly integrated with other contact center channels, such as phone calls, SMS texts, and emails, ensuring a unified customer experience. Agents can effortlessly navigate all media channels within a single, intuitive interface—a true ‘single pane of glass’ solution. This integration enhances efficiency and effectiveness, allowing agents to provide the best possible support to your customers.
One of the key features of our upgraded web chat is URL mapping and skills-based routing. This allows queries to be directed to the most qualified agents swiftly and efficiently. For example, if a customer is on the orders screen, the chat can automatically go to your sales team, ensuring that customers are connected with the right team for their specific needs. This not only improves customer satisfaction but also enhances agent productivity.
With our recent design upgrade, you can enjoy a modern and customizable interface that reflects your brand’s identity. This customization extends to adding your color scheme, company logo, and agent images, ensuring that the chat experience for your customers fits seamlessly into your webpage for a clean visual integration.
Run reports on chats exclusively or include them with other media channels for a holistic view of your team’s efficiency.
Route chats to the best available agent using existing skills-based routing algorithms.
Make the web chat experience your own by adding your color scheme, company logo, and agent images.
Use predefined messages to streamline responses and improve efficiency.
Do you support captcha to confirm it’s a human attempting to reach the contact center?
Yes, we do support captcha, which can be enabled or disabled globally.
Can this be rolled out in a test environment?
Yes, if you provide a hidden webpage on your site, this feature can be rolled out in a test environment.
Can a web developer use other HTML code to manipulate the experience?
Yes, a competent web developer may use other HTML code to manipulate the experience, including delayed offers and time-of-day checks.
Do you use time-of-day profiles to offer the chat?
We do not currently use time-of-day profiles. Instead, we have logic in place to offer email or not offer the chat bubble at all if every agent is logged out.
Will Xima Support or Customer Service modify the company’s website?
No, customers will need to add the snippet themselves or arrange for their web developer to make the change.
Do you offer in-chat forms beyond asking for a name and an email address?
No, we currently only support capturing a name and an email address within the chat.
With Xima’s upgraded web chat feature, you can elevate your customer engagement strategy, providing a seamless and personalized experience that sets you apart from the competition. Experience the future of customer engagement with Xima’s web chat upgrade today!
Contact centers serve as the front lines of member and customer interaction. They are tasked not only with addressing customer concerns but also with enhancing customer experiences in an industry that heavily relies on trust and relationship-building.
In the rapidly evolving landscape of customer service, AI is revolutionizing the contact center. This means leveraging powerful tools to boost efficiency, enhance coaching, and optimize the overall customer experience (CX).
© 2023 Xima Software
XIMA, Xima logos, and other Xima trademarks are registered or unregistered Xima trademarks in the US and elsewhere. Other names or brands are trademarks of their respective owners.
Join us for an exclusive webinar as we dive into our latest product releases for IVR, MMS Messaging, and our Social Media Integration.
Thursday, September 12, 2024 | 11:00AM ET