Spotler Engage extends webcare with live chat

In the era in which customer contact is increasingly shifting towards digital channels, we continue to explore possibilities for helping our customers as quickly and personally as possible. Livechat – directly integrated with your website – is a valuable addition to your online customer service. “At Spotler Engage we strive to bring customer contact channels together within one application. The addition of livechat is a great supplement. It’s more efficient than a phonecall but also makes it possible to answer/solve client questions in the same manner.” Says Alexander de Ruiter.

Live chat offers the opportunity of treating customers as quick and actively as by telephone, but is more efficient because several calls can be made simultaneously. In addition to efficiency, the great advantage of Livechat is that links, photos and files can be sent, allowing users to gain more insight into their service request.

Repeated research of Livechat inc. shows that live chat has the highest customer satisfaction of all customer contact channels. Live chat also offers the possibility for your website’s customers to contact you directly. Live chat lowers the threshold for customers and prospects to get in contact and gives you the opportunity to find out about wishes and recommendations to improve your product or service. This offers opportunities not only for service, but also for marketing and sales.

The launch of live chat via Spotler Engage makes it possible to offer a chat feature to customers and to act upon this contact directly within the same environment as your social media and messaging channels. From the chat widget that is placed on the website, customers can get in contact directly.

• Live chat directly from the same environment as all other social media and messaging channels.
• Automatic reply after a certain time.
• Multiple agents simultaneously have access to messages that arrive within the chat stream. Messages arrive in real time and can thus be handled directly by the agent that is available at that time.
• Within a chat stream you can see which agent is busy with which chat conversation.
• Extensive reporting possibilities on the number of incoming and outgoing chats, case owners and messages per customer.