Learn to use Chat to communicate in real time with your customers from your site.
With Chat your customers and prospective customers can communicate with your team in real-time using a Chat widget embedded directly on your website.
Chat enables you to provide immediate help and support to customers and dramatically improves the overall customer experience.
Key features of Chat:
- Real-time communication.
- Customisable to your brand.
- Create teams for different service areas.
- Set team working hours.
- Automatic responses.
- Capture email addresses.
- Message notifications.
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Here are a few examples of how our users use Chat on their sites.
- Customer support
Provide immediate support to your customers with questions or issues related to products or services.
Convert your site visitors into customers by answering their questions and helping them through the checkout process if needed.
- Grow your mailing list
Offer excellent live chat support and ask visitors to sign up for your mailing lists from the Chat widget.
- Customer feedback
Gather valuable feedback from your customers to help improve products and services.
- Technical support
Provide real-time technical support to customers to resolve any problems they might have.
- After-sales assistance
Help customers after they've made a purchase, for example, dealing with delivery delays or setting up and using a product.
- Cross-sell and upsell
Help customers find what they are looking for by offering products and services live in chat.
You can set up your chat teams and customise your widget to match your brand from the Chat settings section.
To learn more, check out Customise the chat widget and Chat teams.
The Chat widget is a small, customisable popup box that you embed on your website. Visitors can click on the Chat widget to open a chat window and start asking their questions to your agents.
Your agents can then use Chat to take care of these messages quickly, giving your visitors the personalised attention they need.
You can also add multiple Chat teams for different areas of your business or customer support team.
Chat teams are groups of agents who are responsible for handling specific types of chat messages. For example, you might have one team that handles product and stock inquiries, another team that handles returns and refunds, and a third team that deals with order or payment issues.
By splitting the workload among different teams, you can ensure that each chat message gets to the right person and can be handled efficiently. It also means that your agents can focus on the types of questions and issues they're most familiar with, leading to quicker resolutions and increased customer satisfaction.
You and your team can use the Chat interface to manage your chats, visitors, and reply to messages. You can use it to view chat sessions, receive and reply to messages, transfer chats between agents, link conversations to existing contacts, and manage your chat queue.
Chat feature tours
Quickly get up and running with Chat feature tours. The feature tours are in-app tours that show you all the chat features available on your account and how to use them.
To learn more, check out the article Chat feature tours.
Do more with Chat
A few essential articles and collections of articles to get started with Chat.
- Add the Chat widget to a website
A step-by-step guide to add the Chat widget to your site.
- Add the Chat widget to a page or form
A step-by-step guide to add the Chat widget to a page or form.
- Customise the chat widget
A step-by-step guide to learn how to customise your Chat widget.
- Chat teams
A few articles explaining how to set up and manage your Chat teams.
- Use chat
A few articles explaining how to use Chat as a Chat agent.
- Chat contacts
A few articles explaining how to gather and manage contacts in Chat.