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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

Increase conversion rates

Maximise 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.

Improve customer experience

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

Improve employee utilisation

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

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 centre solution and take advantage of a single agent desktop, unified data and analytics and a single administrative application to run it all.

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.

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 centralised knowledge base, whisper coaching or conferencing with a subject matter expert to drive first contact resolution.

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 the extension of invitations based on business rules, such as customer behaviour, agent availability and customer profile or segmentation. It’s all about connecting at the right moment.

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.

"This is the best contact centre I could have imagined. We’ve been ranked the number one Vodafone contact centre worldwide. And with the new innovative channels we’ve developed, we know there’s a lot more to come"

Jörg Knoop

Head of Contact Center and Telesales Capability

Vodafone Germany

Read the story

Give agents everything they need for great conversations

Agent chat with customer canned response

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

Download eBook

Genesys Chat — Datasheet

Download datasheet

Very soon AI will dominate contact centres. Are you ready?

Watch the webinar

Forrester Report — Stop trying to replace your agents with chatbots

Download report

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

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

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