COVID-19 impact. Information here

Make your website a conversation starter with live chat software

Chat with prospects and customers for personal, real-time interactions

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Turn your website into a two-way conversation

People come to your website with a goal in mind, but sometimes they need help finishing the task. Live chat support turns any web page into a real-time conversation, so you can quickly answer questions and provide additional information to seal the deal.

Live chat increases the odds of turning prospects into customers. And studies show that live chat has the highest satisfaction level versus other channels. To do it right, choose a solution where web chat is simply another channel to deploy from your all-in-one application — not a standalone solution.

Get win-win-win results with real-time conversations

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Increase conversion rates

Maximize your online sales. Live chat is a great way to step in with additional product information and answer questions before they abandon their shopping cart.

Customer care

Improve customer experience

Help customers get it done by providing real-time, personalized help. Chat makes it easy to fix an issue — without starting over with a phone call.

Agent

Improve employee utilization

Customer service agents can handle many conversations using a unified desktop. One click shares URLs, documents or even escalates to a phone call.

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Genesys named a Leader in Gartner
2020 Magic Quadrant for CCaaS

Placed furthest for Completeness of Vision

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Enjoy a live chat tool that’s everything you need

Live chat drives more online sales, increases conversions and raises customer satisfaction. Deploy it as part of an all-in-one contact center solution and take advantage of a single agent desktop, unified data and analytics, and a single administrative application to run it all.

Intelligent automated routing

All-in-one omnichannel

As the number of channels you offer continues to grow, so does the complexity of managing them. A pre-integrated omnichannel solution — like the one Genesys provides — puts everything together.

That means one agent desktop and one agent schedule across all channels. There’s one source for data and reporting, and one administrator for moves, adds and changes.

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Customer profiles and conversation histories

Give your agents everything they need to make a live chat personal. With Genesys, agents see your website visitors’ profiles and their conversation history, so they have context to tailor the interaction.

Agents also have access to a centralized knowledge base, whisper coaching or conferencing with a subject matter expert to drive first contact resolution.

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Proactive engagement

Be proactive. Our live chat tools let you proactively reach out to consumers based on their activity on a web page.

You can trigger that invitations are extended based on business rules, such as customer behavior, agent availability, and customer profile or segmentation. It’s all about connecting at the right moment.

Contact center security compliance

Obsessive security

Rest easy knowing your chats are secure and compliant. Genesys uses HTTPS and Transport Layer Security (TLS) to secure and support chat sessions.

Credit card and other personally identifiable information can be detected and masked so that transcripts don’t contain sensitive information — or there’s an option to mask in real-time, if that’s your preference. And with authenticated webchat, you can choose to require users to sign in with their credentials before they can start a chat session.

"When they use chat, they see the advisor’s picture. If they call, Genesys intelligence means they usually speak to someone in the same village or town who knows their local situation. So it always feels personal."

Henry van Veldhuizen

Unified Communications Product Manager

Rabobank


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Explore our web chat tour

Give agents everything they need for great conversations

Proactive chat

Make the first move. Proactively invite website visitors to chat at critical moments based on business rules. Factor in things like visitor activity, customer profile and agent availability.

Skills-based routing

Route it right. Skills-based routing matches visitors with the best resource to help. You can set business rules and logic to be sure each chat goes to the right agent.

Easy channel escalation

Keep the conversation going. Sometimes a chat needs to move to another channel. Easily escalate to a phone call or a screen-share session, maintaining one conversation.

Typing indicators

Know, don’t just wonder. With typing indicators, your agents can see when the customer is actively typing. And your customers will see an indicator when you’re typing, too.

Canned responses

Be consistent and quick. Canned responses are available across channels — so your team can use them in chats, too. Agents can edit canned responses to create custom messages.

Post-chat surveys

Gather feedback. Post-chat surveys give visitors a chance to make their voices heard. Use the data from surveys and registration forms to route chats to the right agent.

Resources

Engage with Customers in an Ultra-Connected Era

Engage With Customers in an Ultra-Connected Era

Design the perfect cloud contact center solution with our CX blueprint tool.

Blueprint for success

Three ways chatbots improve customer experience

Three Ways Chatbots Improve Customer Experience

Forrester Report - Stop trying to replace your agents with chatbots

Forrester Report – Stop trying to replace your agents with chatbots

See how contact center software from Genesys makes it easy to strike up a conversation

Request a free demo today. You’ll see how our cloud contact center software makes it easy to add live chat to your website. Take the first step toward personalizing your online experience with proactive messaging on a channel your customers prefer.

Thank you for your interest.

We’ll contact you directly to set up a date and time that works with your schedule.