SmarterTrack 9.x Help
This documentation is for a product that is no longer supported by SmarterTools.

Understanding Live Chat

SmarterTrack's live chat feature gives businesses the ability to reduce phone calls, capture information on website visitors, and assist more customers concurrently. A more cost effective service channel than telephone, live chat maximizes resources by supporting concurrent sessions. Instead of handling one call at a time, your customer service agents can manage several chats at once.

Live chat is also an easy and effective way to generate sales. By providing your website visitors the opportunity to ask questions before, during, and after the buying process, your employees can explain product options, cross-sell, and upsell orders.

Real-time Typing

Agents can use live chat's real-time customer typing feature to prepare a response or look up relevant resources while the customer is typing to ensure speedy and accurate responses.

Coaching and Co-chat

SmarterTrack's coaching and co-chat features allow organizations to facilitate training and ensure the accuracy and efficiency of employees. For example, managers can proactively address issues by monitoring live chats in real time and offering assistance when needed--either by coaching an agent while he is engaged in a live chat or by participating simultaneously with the agent in a live chat.

Live Chat Translation

Businesses with multi-lingual employees can automatically route live chats in different languages to the appropriate agent by assigning languages to departments. Businesses that do not have multi-lingual employees can use the live chat translation feature to allow all agents to respond to chats in nearly every language.

For more information regarding live chat translation, refer to the KB article How To Automatically Translate Live Chats .