Live chat software: Customer acquisition and support tools for websites

Live assistance and better ROI–just a click away

Reduce online abandonment by making it easy and convenient to contact a live chat agent.

Add superior live assistance to your digital engagement

Research shows that consumers expect immediate answers from the brand in every digital channel. The inability to answer your customers’ questions can quickly drive them away. Delivering prompt live assistance instead makes your customers feel that their needs are being met.

Because Live Chat is integrated into the Digital Customer Engagement platform, you can use business rules on websites to target the right visitors at the right time with the right engagement tool. For example, use virtual assistants to engage the broader audience and answer repetitive questions. Then use live chat to answer complex inquiries and assist high value customers.

Increased mobile usage and a mobile mind shift led to the rise of customer service messaging. Nuance Digital Engagement Platform enables you to react to your customers’ inquiry coming from messaging channels immediately, but allows them to continue the conversation on their terms.

We make sure that your customers are always engaged throughout the online experience. Features like intelligent queuing to reduce wait times, skills-based routing to provide your customers with the best agent to solve their issue and contextual transfer of all important information to the live chat agent enables you to increase the effectiveness of the customer experience.

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Esurance case study for Live Chat

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Live chat for digital transformization

Live Chat Case Study Showcase

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Benefits

Targeting

We ensure live chat is offered to the right customer at the right time, before they abandon their visit.

Intelligent

Routing visitors to agents with specialized knowledge avoids long wait times which leads to higher conversion and an improved customer experience.

Seamless

The Digital Engagement Platform provides a smooth transition from an automated customer engagement to a live chat agent, while maintaining the context of the conversation.

Effortless

Our technology enables an effortless customer journey, so your customers can engage with you whenever they want through any channel they prefer.

Stats

See how our product stacks up

50%

increase in conversion rate using a co‑browse tool compared to the site average

15%

decrease in live agent transfer rates by implementating accurate agent routing rules

50%

of all chat-assisted sales are driven by targeted proactive chats

Features

Seamless, conversational, effective

Prompt live assistance makes the customer feel that their needs are being met.

Intelligent queuing and skills-based routing

Live chat checks agent availability before offering an assisted engagement and ensures that visitors are routed to agents with the specialized knowledge to answer their question.

Contextual conversations

If the conversation needs to be escalated from an automated engagement to live chat, or when your clients move between channels, like IVR-to-chat, chat-to-call and others, the platform will maintain the context.

Channel-appropriate behavior

Messaging and live engagements are integrated into the overall omni-channel engagement strategy to create a seamless customer experience. Our technology allows you to treat every incoming message in a channel-appropriate way while it lets your customers decide where to engage and in which manner.

Co-browse

Agents can see the same browser screen as your customers with secure access to only tagged pages. This offers the flexibility to assist consumers through complex processes online.

Amplify digital engagements

By enabling multimedia content as part of your customer engagement, you can target your visitors with videos, offers and more – and give them a truly personalized online customer service experience.

What people are saying about Nuance Live Chat

Learn more about

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  • IVR to Digital
    See how Nuance IVR to Digital can optimize the customer experience by helping callers move seamlessly from the phone to a digital experience.
  • Social Media Engagement
    Intelligently break down silos for effortless social media engagement and improved customer satisfaction.

Resources

Video
Data sheet
Analyst report
Blog
White papers

Talk to us about Nuance Live Chat.

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