Livechat - Synthetix

Live Chat In The Contact Centre

Áine McInerney — Thu, 07 Apr 2022 13:45:54 +0000

Considered a staple of the contact centre by many, live chat is significantly cheaper to operate compared to traditional agent-assisted methods such as telephony; companies have reported a 55% decrease in phone call costs by introducing live chat.

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Live Chat for Customer Support: The 2022 Buyer’s Guide

Áine McInerney — Mon, 04 Apr 2022 10:16:00 +0000

Adopting live chat for customer support is becoming increasingly popular for Enterprise businesses, but as the market expands and the choice becomes greater, it can be difficult to know what solution is best for your business and your customers. We have produced a Buyer’s Guide and checklist to help you throughout the live chat selection process.

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Do Live Chat Apps Work For Lead Generation?

Áine McInerney — Thu, 28 Oct 2021 10:22:15 +0000

Whilst traditionally live chat apps have been used primarily for facilitating customer service, helping users whenever a query may arise, technology has since developed. With the utilisation of AI and other sophisticated features, live chat supports more than post-purchase, helping to convert site visitors into genuine leads. This article explores how live chat contributes to lead generation.

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7 Reasons Online Live Chat Is Replacing Telephony

Áine McInerney — Tue, 30 Mar 2021 14:30:37 +0000

With digitisation affecting virtually every aspect of your customers’ lives – including customer service – we explore whether online live chat is replacing traditional phone support channels.

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5 Reasons Customers Prefer Live Chat (When It’s Done Well)

Áine McInerney — Wed, 17 Mar 2021 09:31:12 +0000

Live chat, when it’s done well can optimise a number of areas within a business, from customer service to sales and marketing to logistics. As live chat becomes increasingly more available to all types of business, find out why it is customers preferred contact channel.

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Choosing The Best Live Chat for Customer Support

Áine McInerney — Wed, 03 Mar 2021 10:55:01 +0000

With the expansion of digital transformation and rapidly changing customer expectations, it has never been more important to satisfy needs through customer support. It is therefore vital to choose the best live chat solution for not only your company but your customers. This article recommends a number of key criteria to consider when selecting live chat for customer support.

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Live Chat for Your Website: How Does It Work?

Áine McInerney — Fri, 30 Oct 2020 15:17:28 +0000

Live chat is quickly becoming an essential tool for both customer service and CX teams, providing the valuable support that customers require, complimenting your overall offering and making agents’ jobs easier. This article explores how live chat for your website works, what to look for in an effective vendor as well as the live chat implementation process.

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Live Chat Knowledge Base Integration: The Key Benefits

Áine McInerney — Thu, 22 Oct 2020 16:39:04 +0000

Integrations between live chat and knowledge base software are key and particularly useful for agents. This article explores how the live chat knowledge base integration works, why the integration is important and the key benefits.

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18 Tips to Improve Live Chat for Customer Service

Áine McInerney — Wed, 21 Oct 2020 16:36:26 +0000

Live chat is a particularly strong tool to include in your company’s overall ecosystem. But are you getting the most out of your live chat application?

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What Is Live Chat Software?

Áine McInerney — Fri, 16 Oct 2020 16:34:07 +0000

Live chat software is the medium that enables 2-way communication between your company and your customers online. Playing a key role in your overall customer service offering, live chat is agent-assisted unlike other tools such as self-service and chatbots that rely on AI and NLP to deliver results. This means that when customers engage with live chat, their queries are being dealt with by a human who is specially trained to solve queries instead of an algorithm.

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