Chat Solutions
Reach Customers More Effectively with Chat
Live web chat provides your customers with an instant communication entry point to your organization. Studies show that chat helps to increase sales and customer confidence, improve customer support, reduce support costs and boost support rep productivity.
How Chat Can Benefit You
With chat, your contact center or sales organization can:
- Immediately respond to sales and support queries on your website
- Serve customers through their preferred channel
- Reduce inbound call volume
- Run multiple chat sessions simultaneously
- Connect with your customers in their channel of choice
Two Chat Solutions to Meet Your Needs
GoToAssist
Now with integrated Web Chat
Web chat is a standard feature of your GoToAssist remote support subscription, included at no additional charge. Representatives can begin their support session in an easy-to-use chat interface. If the customer's issue requires more robust support, the session can be seamlessly escalated to a full remote-support screen-sharing session. A simple portal setting allows you to immediately chat with customers using an intuitive user interface.
GoToAssist FastChat
Our chat-only support tool
FastChat™ is a chat-only support tool that does not requires any customer download. Your customer simply begins typing in a web form hosted on your website and connects immediately with a support rep. FastChat offers a lower-cost solution for support organizations that do not need to view and control remote desktops. It's perfect for online sales or simple tier-one support questions that only need web chat and management tools.
Customer Video
Learn how global communications firm BT rolled out FastChat and boosted customer satisfaction while cutting support costs.
Watch the Video (5:13)
Chat Features:
- Quick to Connect
- No download required
- Into session within 4-6 seconds
- Easy to Use
- Intuitive chat interface
- Customizable interface
- Agent chat request alerts
- Available in 16 languages
- Options for Chat Routing
- Broadcast – posted to all agents
- Queue mode – "round robin" one agent at a time
- Live Chat In-Session Features
- Check spelling in real time
- Push URLs
- Send canned text response
- Visual typing notifications
- Invite other agents into session
- Transfer sessions
- Handle multiple chat sessions
- Save chat log
- Management Tools
- Management center
- Easy administration
- Dashboards
- Record session data and logs
- Centralized reporting
- Customer and rep surveys
- Manager silent monitoring
- Real-time monitoring
