Customer service chat

Engage website visitors in two-way conversations.

Be right there with your customers when they need your help - or reach out and proactively start a conversation.

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Your customers love to chat.

More chat interactions with higher Net Promoter Score(R) Turn visiting your website into a two-way conversation and discover why web chat has among the highest NPS(R) of all interaction channels.

More conversations, higher NPS

Make visiting your website a two-way conversation and discover why chat has among the highest NPS of any channel.

Increase conversions, reduce abandons

Help and advise your customers in real- time when they order online or fill in a form – no need to start over or call in.

Less waiting, more chatting

Empower your agents to concurrently handle multiple chat and other digital interactions to use the time between customer replies in a productive way.

Boost CX and productivity with chat.

Most customers prefer chat, a single interface across channels makes agents more productive.

Check it out

Boost CX and productivity with chat.

Most customers prefer chat, a single interface across channels makes agents more productive.

Check it out

Bring your website alive.

... and use co-browsing, file sharing and filling in online forms with your high value customers. Using one single interface for interaction handling, customer sentiment, data and interaction history across channels turns every interaction into a “personal affair”.

And CXone empowers agents to concurrently handle multiple digital interactions at a time which helps to increase productivity. Chatbots can take over simple interactions to unburden agents – just remember to ensure customers can reach and agent when needed.

“With Advanced Chat and Cobrowse for CXone, the customer experience has dramatically improved with much shorter wait times, and our productivity has soared.”

Mike Bowman

Senior Contact Center Manager ECSI

Make customers and agents happy.

Improve CX

Turn your website from a static source of information into a dynamic hub for customer interactions by offering the channel your customers prefer and support your agents with customer data, sentiment and interaction history for a superior customer experience.

Reach out to salvage abandons

Recognize when high-value customers are lost or struggle with an order or a form and proactively reach out to provide hands-on support to help them succeed.

Boost cross- and upsell

Give customers real-time guidance with co-browsing and hands-on support with screen sharing, form filling and other collaboration tools.

Make chat more productive

Give your agents one interface that is optimized for handling one or multiple chat or other digital interactions at a time - audio and visual alerts help them keep track.

Help agents with tools and automation

Give agents the tools to streamline chat handling like message templates that reduce typing and help with speed and accuracy. Use bots to collect customer data or automate repetitive steps. With a chatbot, you can even turn entire chat interactions into self-service interactions.

Chat made easy

Use one platform to administer and manage the chat channel in lockstep with other digital channels, including chatbots and automation.

Make chat secure

Trust us to help you make chat safe and compliant with features like masking or targeted deletion of content subject to compliance.

Chat Boosts Contact Center KPIs

Most consumers today prefer chat. See how one customer uses chat to boost Contact Center KPIs.

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Datasheets

The New Digital Landscape

Get your bearings in the NEW digital landscape – from web chat and email to social and mobile apps.

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Demo Videos

CXone-Advanced-Chat-Gets-High-Marks-for-ECSI

In working with college and university clients and their students, ECSI saw the writing on the wall: Students didn’t like making phone calls. They wanted a different channel, one that was faster and easier. CXone Advanced Chat has made the grade: Client/student satisfaction is up, productivity has soared and costs continue to fall.

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