Easy & Effective way to engage a customer

Chat

Live chat software provides an easy and effective way to engage a customer in the purchase process or when they need assistance solving an issue. With Oracle RightNow Chat Cloud Service, agents can always guide your customers to the best answers and outcomes. Sessions can be initiated by a customer or proactively based on company-defined rules and triggers. Resolve issues with higher productivity, increase conversion rates and boost satisfaction.

Oracle Service Cloud Live Chat Overview

The benefits of Live Chat are as follows:

Real-time Chat
Enhance the online experience by providing real-time, text-based communication between the agent and customer, as well as agent to agent

Information Access in Queue
Chat can leverage the knowledge base, allowing customers to search for answers while waiting for an agent, and allowing agents to search for answers and push those answers to the customer

Automatic Reconnection
If the consumer’s Internet connection is lost during a chat, they are reconnected to the same agent, exactly where the chat left off. If the agent is disconnected, the customer is placed back into the queue without losing any session information

PCI Compliance
Chat allows customers to send sensitive data such as social security or credit card numbers in an
“off the record” format that will not be stored in the chat transcript

Intelligent Knowledge Base

Knowledge base answers are presented to customers
in the form of suggested solutions
based on content analysis
of the customer’s inquiry

Proactive Chat
Chat invitations can be proactively initiated based on built-in rules, such as length of time a customer has spent on a web page, chat agent availability, and estimated wait time

Any Device
Provides interactive customer support across multiple devices, from PCs to smartphones and any device that can access the web

Chat Wait Time
Chat invitations can be proactively initiated based on built-in rules, such as length of time a customer has spent on a web page, chat agent availability, and estimated wait time

File Attachments in Chat

Customers can send file attachments to the agent during a chat session to provide additional information, resulting in increased first contact resolution

Attachments will be automatically stored with the chat transcript in the customer’s incident record

Agents can send files to customers by pushing links to the knowledge base article containing the file

Answer Feedback for Chat
Surveys following chat sessions give customers the opportunity to provide immediate feedback