Many people prefer online web chat because they can carry on with other tasks whilst connected to the contact centre. They can submit their query directly and get fast, succinct answers which they can easily save and review later.
A chatbot automates the interaction with the customer, either before reaching an agent, or completely replacing the agent. Chatbots can handle frequently received queries with consistent responses – including data from your CRM or database for accurate, targeted answers. Chatbots can also pre-qualify conversations, ensuring customers have the correct information to hand when they reach an agent.
Having web chat as part of your contact centre solution allows more flexible blending of contacts, and also keeps the reporting in one place.