How Web Chat Software Technology Has Advanced
Web chat software has evolved from being a simple chatbox on a website. Learn more about how it has advanced.
There was once a time where chat for website software merely involved a basic addition to any site along with a simple box for responses by the site’s owner or manager. As you can imagine, such simple chatboxes aren’t suitable for most purposes nowadays.
Thankfully, today’s live chat software such as Click4Assistance is sophisticated and feature-packed, and in Click4Assistance’s case is simple for end-users and businesses alike to use.
So, what has changed in terms of web chat software technology? Take a look at the following ways live chat software like Click4Assistance has evolved into powerful communication platforms:
Personalised Conversations
One of the ways live chat software has evolved from basic technology is how everyone can have personalised conversations.
For example, it’s already possible to state your name and email address when starting a new chat with someone at an organisation. But, live chat technology has gone far beyond such basic personalisations.
Live chat solutions like Click4Assistance can get integrated with existing systems and website platforms. What that means is customer support agents will know all the details of the customer talking to them without needing to request their details before the chat starts.
Conversation participants can even engage in voice or video conversations with each other to enhance the experience; that’s something unheard of with the original and basic chatboxes of the past.
AI (Artificial Intelligence) Chatbots
You’ve undoubtedly noticed that some businesses and organisations have live chat systems that use chatbots. They might have basic chatbots that use simple scripts, but the problem is they often fall apart if they receive answers that don’t make sense to their programming.
But, others, such as Click4Assistance, will use AI technology that takes advantage of NLP (natural language processing).
Put simply, the technology can get programmed to have “natural” conversations with participants and can answer the same questions asked in several different ways.
Omnichannel Messaging
Today’s best-of-breed web chat software can also do all kinds of exciting things. For example, Click4Assistance enables businesses and organisations to have omnichannel messaging managed under one software solution.
Your customer service representatives could have text-based conversations with the same customers over several channels like Facebook Messenger, WhatsApp, SMS, and, of course, a live chatbox on your website.
What’s great is your teams don’t have to use several applications to respond to customers using those different channels. Instead, they can read, reply, and manage all correspondence in one complete omnichannel messaging platform.
Telephone Callbacks
Lastly, one advance in live chat technology is how end users can request a telephone call from the company or organisation they’re talking to and get an instant call back.
Click4Assistance offers a service called Click2Call, where people can enter their contact details (or they can get captured via integration to existing solutions). The customer will then receive a telephone call which is free of charge to them.
Conclusion
The future of live chat technology might be worlds away, but that doesn’t mean tech innovations haven’t evolved basic chatbox solutions into sophisticated and powerful platforms.
