Synthetix liveChat
Escalate selected customers from self-service to real-time live dialogue with your call centre.
Synthetix liveChat software integrates with self-service software such as faqtAgent and smartAgent to allow specifically identified customers to escalate to live, one-to-one dialogue with your call-centre agents.
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Synthetix liveChat works through any standard web browser, connecting visitors to your website directly with call-centre agents.
And your call-centre agents have direct access during chats to the Synthetix knowledgeAgent knowledge-base, deeply integrated into the live chat agent console.
The knowledge-base is searched automatically during chats, recommending search results in realtime, based on the customer's live keypresses.
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Benefits
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Create new revenues through increased conversionLive chat software can increase conversion rates from 2% of website visitors to 15% (stats from 'Internet Retailer'). Synthetix liveChat is safe for exchange of transactional information. |
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Proactive chat engages more customersProactive chat, where customers are tactically offered chat, can increase conversion rates by 20% over reactive interactions. Synthetix liveChat software incorporates a range of tactical triggers. |
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Deep integration with web self-service"Web chat should not be seen as a stand-alone option but rather as part of an overall multi-channel interaction strategy." (Gartner, 2008). Synthetix liveChat integrates seamlessly with faqtAgent and smartAgent, sharing the knowledge-base and user-interface. |
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Natural Language SearchMaximise the efficiency of your call-centre agents and reduce response times with our integrated knowledge-base of FAQs, searched automatically on every customer keypress. |
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SecurityWith end-to-end HTTPS, IP restrictions and data protection rules that exceed PCI compliance requirements, our live chat software is trusted by clients. |
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Secure Online EditingSynthetix liveChat agents have access to a knowledge-base of customer questions and answers, managed through our enterprise-class editing tools. |
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Management AnalyticsOur online portal gives you access to comprehensive reports on live chat activity, by date range, covering operators, chat sessions and qualitative feedback. |
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Hosted in the CloudSynthetix hosts on cloud servers, providing superb resilience, performance, security and ISO 27001 accreditation. We handle millions of transactions for clients like London 2012 or UCAS. |
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Planning to invest in live chat?Sign up for one of our interactive web briefings or simply get in touch - we'll tell you more about our "Knowledge Everywhere" philosophy and how we help organisations like yours deliver better online customer service.
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Welsh Water uses liveChat as it delivers a more real-time and engaging online customer experience, as well as deflecting calls away from the Call Centre. 
Customer Service Software
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