Live Chat Solutions

Activa Live Chat provides solutions for delivering superior live chat customer service and support, driving online sales and increasing conversion rates. With an efficient, cloud-based delivery model, Activa Live Chat also lowers costs and vastly accelerates time to deployment throughout the contact center.

Customer Service and Support

Keeping customers happy, and therefore loyal, while reducing support costs is a compelling ideal, and only Activa Live Chat provides the means to accomplish these goals.

A New Live Chat Communication Model
Activa Live Chat has re-engineered live chat communication to act and feel more like a naturally flowing conversation.

Before Activa Live Chat, customer contact via live chat was a broken model of one discontinuous message after another. The gaps between messages significantly increased the time a customer had to spend on a chat before getting a resolution. These longer chats also hampered an agent's ability to handle concurrent customers. The result became frustrated, anxious customers and increased costs due to inefficient agent performance.

Activa Live Chat changed this paradigm by delivering the only live chat solution purposefully designed to:

• Increase an online agent's efficiency
• Decrease chat conversation response times
• Decrease total chat length
• Increase an agent's ability to manage concurrent customers
• Decrease the number of agents needed in the contact center

The Tools that Make it Happen
Activa Live Chat developed exclusive tools that focus on improving customer service and support:

• Message Sneak-Peek™
  Enables live chat agents to clearly anticipate what visitors are going to say/ask before their messages are sent - quickening response rates and shortening chat lengths.
• Velocity Messaging™
  Automatically finds the best answers for customer questions without requiring the agent to search through libraries of canned responses. Velocity Messaging enables faster and more accurate answers.
• ACD - Activa Chat Distribution
  A standard part of Activa Live Chat, ACD provides advanced chat routing and distribution options that ensure visitors are connected with the most available and appropriately skilled agents.
• Pre-Chat Information
  Collect valuable pre-chat visitor information with sessioned or authenticated data and pre-chat forms - saving time in identifying customers and accelerating issue resolution.
• Co-Browsing
  Activa Live Chat's built-in co-browsing lets agents get hands-on when helping customers. Agents can see the visitor's browser window, and point-and-click co-navigation lets them guide visitors through a Website. Live chat agents can "push" visitors directly to specific URLs, and even help them complete forms with joint form-filling.

These features and more provide a tangible way for service and support agents to deliver a superior customer experience. And because live chat agents become more efficient, customer service costs are lowered. It's the ideal combination of handling higher live chat volume with fewer agents while increasing the quality of the chat and customer satisfaction!