Enterprise live chat software
Enterprise live chat software gives customers an extra option for real-time communication. Not only is it convenient for them, but it makes life easier for support agents too. Check out Dialpad's live chat solution, which is fully integrated into its omnichannel contact centre platform, with a demo.
How does enterprise live chat software work?
Enterprise live chat software works like any live chat app, enabling two-way real-time communication. It may be part of an advanced communications solution, incorporating features like enterprise video conferencing and phone systems or it could be standalone.
The software is used by helpdesk, marketing, and sales teams to assist customers with simple queries, usually through a live chat widget on the company website. Customers type queries in a pop-up chat window and receive almost instant responses.
Live chat support may be delivered by live agents or may also incorporate AI chatbots that provide automated responses at scale. Some chatbots are programmed with templated answers, but the best use NLP (Natural Language Processing) to understand the query and respond appropriately.
Get more from Dialpad Ai Contact Centre than just enterprise live chat
Omnichannel communications
With Dialpad, you get a live chat platform integrated into a full unified communications solution. Not only does this streamline your tech stack, but it makes it easier for agents to manage live chats, social media messages (like Facebook Messenger and WhatsApp), SMS messages, phone calls, video chats, and more—all in one beautifully designed app.
No-code chatbot builder
You can also easily create self-service automations like a customisable chatbot in Dialpad to help customers resolve queries without needing to speak to a live agent. To provide a better customer experience, add an option to escalate to voice or video chat when more complicated problems come up.
Real-time transcriptions
Dialpad Ai, which is included in all our contact centre pricing plans, can transcribe your customer interactions in real-time. This helps agents and supervisors quickly search through past calls and chat histories to do QA and troubleshoot challenging conversations as they’re happening.
Real-time agent assists
Another way Dialpad improves customer satisfaction? By letting supervisors create RTA (Real-Time Assist) cards with tailored notes, which pop up automatically on agents’ screens when certain keywords are spoken. Dialpad's Ai Agent Assist feature can also search unstructured sources of data including FAQ pages, knowledge bases, and past customer conversations to automatically pull information to help chat agents as they talk.
Not just enterprise live chat software
With Dialpad Ai Contact Centre, your agents can manage every channel, from phone calls to video chats, to live chats and social media messages—all from a single, unified view. See how it works with a demo, or take a self-guided interactive tour of the app on your own!
24/7 customer support globally
Live chat solutions are often a failsafe that needs to be reachable 24/7 to provide support when agents aren’t available or online. With Dialpad, you get customer support on live chat and phone 24/7 worldwide. There’s also an online knowledge base for those who want to find answers on their own time.
Built-in call analytics
With Dialpad, your support team can track important metrics, keep an eye on retention, and get real-time data on things like average speed to answer and missed calls. This is all available at your fingertips, with no need to contact IT or tech support.
A wide range of integrations
Most businesses use a large variety of plugins, CRMs, and other support software. Handily, Dialpad offers integrations with most popular tools, such as HubSpot, Zoho CRM, Slack, Zendesk, and Salesforce. Want to build a custom integration with a niche tool? You can do that too with the open APIs.
Easy setup
Good live chat software should be easy to set up. It takes mere minutes to get started with Dialpad—all you need is to create your account online and you’re ready to provide a great customer experience across your channels. Want to add phone numbers and accounts for new agents? You can do this from Dialpad’s online dashboard.
Coaching playlists
Some of the best training comes from seeing real interactions between customers and agents. That’s why it’s important to be able to create playlists of past communications to use as teaching moments. Dialpad lets you do this, so your agents can get all the exposure to real interactions they need.
Robust security
Enterprise live chat software solutions need enterprise-level security. Dialpad helps organisations stay GDPR and HIPAA-compliant and comes with a range of in-meeting security controls.
💡 What’s the difference between multichannel and omnichannel?
Multichannel contact centre platforms let you handle different channels, but don't necessarily sync all the data between those channels to give agents and supervisors a consolidated view. That's the major difference between multichannel and omnichannel platforms—the latter does centralise all that data so that an agent can see, for example, if a customer has had a phone call and a social media conversation with your business previously, and what happened in those past conversations.
The benefits of using live chat software for your business
Businesses of all sizes can benefit from live chat software, especially when used in conjunction with other advanced tools like an enterprise phone system.
Improves customer service and satisfaction
Customers want convenience and speed, which is what live chat support provides. It’s quicker than a phone call, and response times can be faster still with automation. A live chat tool can include a built-in chatbot, programmed to provide answers to common questions and problems or route the query to a human agent if needed.
Live chat software can advise customers of waiting times or send the user a notification once an agent becomes free, so they don’t have to keep trying. Those who do make a phone call won’t end up on hold for ages, because live chat and chatbots significantly reduce call queues.
Agents can access chat histories, too, so customers aren’t repeating themselves constantly. If live chat is part of a unified solution, they can see interactions across different communication channels without losing the thread.
💡 Quick tip:
Don’t over-rely on automation. Many businesses make this mistake—they build automations into every single part of their customer experience and completely eliminate the human touch in order to “be more efficient.” The thing is, sometimes customers have complicated questions or issues that can’t be automated away. Always give them the option to talk to a person if needed.
Increases sales rates and market reach
Ecommerce customers may be put off by not being able to ask questions before buying, as they would in a physical store. But you can improve the user experience with a live chat feature on your website, which will be particularly useful for common queries about delivery costs, refund policies, and checkout issues.
This can help reduce cart abandonment, improve conversion rates, and lead to repeat purchases. Customers are more likely to part with their money (and trust your brand) if they’ve received a prompt response that addresses their needs.
You can also use chatbots for upselling and cross-selling, with recommendations based on user behaviour. The beauty of AI chatbots is they operate around the clock, ensuring continued customer engagement across different time zones and giving you a global reach.
Allows greater productivity for support and service reps
With AI chatbots handling simple enquiries, support agents won’t get overwhelmed with calls and emails. They’ll then have more time to focus on complex interactions that need a human touch.
Live chat tools also enable human agents to handle multiple conversations simultaneously, which isn’t possible with phone calls. They can answer more queries in one shift, especially when smart chatbots route customers to the most suitable agent.
The best live chat software providers help you streamline your tech stack and workflows by letting agents manage all channels and conversations in one place. With a unified platform, there’s no toggling between separate tools and apps.
Enhance your enterprise with live chat software features and more from Dialpad
Whatever the size of your enterprise, live chat software offers an extra means of communicating with customers and takes the pressure off contact centre agents. With Dialpad, live chat functionality is part of a unified communications platform, so you can manage all your channels from the same place.
That includes VoIP phone calls, video meetings, and team messaging—and, unlike other cloud contact centre solutions, Dialpad’s CCaaS platform is built right in. Access customer data via CRM integrations, perform analytics, and communicate with customers via the mobile app for Android and iOS.
See how Dialpad can make life easier for your agents and supervisors
Book a demo to get a firsthand look at Dialpad's live chat and chatbot functionality. Or, take a self-guided interactive tour of the app on your own first!