Benefits of Chat
Agents can handle chat interactions efficiently and effectively using a single unified interface that provides key benefits.
- Increase agent productivity and reduce ramp time for new agents.
- Improve conversion rates, quicken response times, and increase consistency with pre-scripted answers and next-best actions.
- Maintain compliance, identify performance issues, and improve agent skills with assigned training and chat transcripts.
How It Works
Agents can engage with customers using a single unified messaging interface regardless of the source of the interaction, which increases agent productivity and reduces training time for new agents. Intelligent omnichannel routing delivers customer messaging sessions to the best agent to handle them, or agents can cherry-pick interactions to handle. Supervisors can even monitor messaging interactions in real time and assist if needed.
Why Choose Chat
-
Unified Chat Experience
Agents use a single interface for all chat-based communication channels including websites, social messaging applications, and text/SMS. Using a common interface increases productivity and reduces training requirements for new hires.
-
Improved Agent Productivity
Improve agent productivity and service consistency with AI chat-assisted responses and next-best-action recommendations.
-
Intelligent Routing
Natural language processing mines the text of a chat message to identify business issues, sentiment, and value. Intelligent omnichannel routing uses this information to organize, prioritize, and deliver chats to the best agent for the job.
-
Increased Customer Satisfaction
Experience increased customer satisfaction by providing engaging live chat options to your customers with a 24/7 self-service experience while reducing average customer wait times.
-
Lower Costs
Enabling chat options gives customers choices to communicate with you and provides a lower service cost alternative, quick response, and high contact rate.
74% of customers are using 3 or more channels to access customer service.
Whether they are calling in or whether they are chatting with us, our agents are able to navigate that situation, and they have all the information they need handy to be able to resolve the issue quickly.
Single Agent Interface
- Single interface for seamless omnichannel customer service
Dashboards and Reports
- Gain detailed visibility into critical KPIs and SLAs across all customer contacts
Omnichannel Routing
- Intelligent omnichannel routing capabilities deliver chat requests to the most qualified agents
Use real-time data collected from your customers to provide actionable insights for your agents and business.
Agent Empowerment
Empower your agents so they can focus on delivering a more human experience.
Business
Agility
Manage your agents with empathy while delivering impact to the business.
Resources To Help You Get Started
From You Flowers Personalizes Service in All Channels
From You Flowers offers quick customer support on any channel customers choose: chat, email, or phone. Prioritizing personalization ensures customers have the experience that fits them.
ConnectWise Improves Uptime and Streamlines Communications
Learn how Five9 enabled ConnectWise with improved agent efficiency and consistent uptime using unified phone, email, and chat channels.
Omnichannel Powered by Five9
Find out how Five9 can help your business deliver consistent and personalized customer experiences with digital-first omnichannel customer journeys.
Five9 Messaging
Discover how Five9 can empower you to create consistent communications experiences, both self-service and Agent Assist, across messaging sources.
Five9 Digital Engagement
Learn how Five9 can help you create exceptional digital-first omnichannel experiences that provide your customers with a satisfying and seamless CX through channels of their choice.
