Engage Your Customers Through Live Chat
Make it easy for your customers to do business with you by offering quick access to your service and sales teams with live chat through a digital-first omnichannel experience. Five9 Omnichannel Chat, part of the Five9 Digital Engagement solution, supports chat interactions across a variety of sources including website, text/SMS, and social messaging applications. Improve service and drive sales by giving your agents a powerful way to engage customers with support needs or in the purchasing process.
Provide Your Agents with Powerful Tools to Effectively Manage Customer Interactions
Agents can handle chat interactions efficiently and effectively using a single unified interface. This common interface increases agent productivity and reduces ramp time for new agents. Pre-scripted answers to commonly asked questions and next-best-actions improve conversion rates, speed up responses, and improve consistency. Chat transcripts are available to maintain compliance, identify performance issues, and assign training to help improve agent skills.
Optimised Chat Experience
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.
Improve Agent Productivity
Improve agent productivity and service consistency with assisted responses and next-best-action recommendations.
Natural language processing mines the text of a chat message to identify business issues, sentiment, and value. Intelligent omni channel routing then uses this information to organise, prioritise, and deliver chats to the best agent for the job.
Due to the pandemic in 2020, Round Point created a specific COVID-19 support page, receiving tens of thousands of interactions through Five9 Visual IVR, and set up between 48,000 and 55,000 forbearance plans in just one month.
Omnichannel is very important to us because it allows our students to contact us on whichever channel they choose.
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
- Intelligent omnichannel routing capabilities deliver chat requests to the most qualified agents