Live Chat Solution

Track Multiple Live Chat Sessions, Simultaneously And In Real-Time, With Advanced Engagement Options

Live Chat Solution

Track Multiple Live Chat Sessions, Simultaneously And In Real-Time, With Advanced Engagement Options

DigiDesk's Live Chat

Our class-leading Live Chat solution delivers a host of powerful features, from Intelligent Distribution via Agent Workplace to Real-Time KPIs, with access to a comprehensive audit trail and DigiDesk’s on-demand reporting.

Analysis & Insight

DigiDesk has a comprehensive range of real-time widgets and reports, used to track the volume of inbound chats, the number of chats connected, queued, answered, missed and abandoned.

Real-Time KPIs

Monitor a range of Key Performance Indicators (KPIs), to include total chats, chats answered, chats missed, average chat duration and SLAs… all broken down by individual agent.

Agent Workplace

Agents can review details on the Live Chat journey, customer record, conversation history, and any notes attributed to the customer. Chats can be tagged and marked as complete.

Intelligent Distribution

Different chat types can be intelligently routed to specific teams and agents, with the highest skill setting. Agents can manage multiple simultaneous Live Chat sessions, across multiple accounts.

Advanced Features

Agents benefit from a preview of customer typing and have the ability to choose from a range of auto replies or short cut responses. Supervisors can monitor all Chat sessions in real-time

Audit Trail & Reports

A full audit trail of all customer chats and agent responses is available, with agent and performance reports. All reports can be viewed online, as PDF or CSV and delivered via scheduled reports.

DigiDesk's Live Chat

Our class-leading Live Chat solution delivers a host of powerful features, from Intelligent Distribution via Agent Workplace to Real-Time KPIs, with access to a comprehensive audit trail and DigiDesk’s on-demand reporting.

Analysis & Insight

DigiDesk has a comprehensive range of real-time widgets and reports, used to track the volume of inbound chats, the number of chats connected, queued, answered, missed and abandoned.

Real-Time KPIs

Monitor a range of Key Performance Indicators (KPIs), to include total chats, chats answered, chats missed, average chat duration and SLAs… all broken down by individual agent.

Agent Workplace

Agents can review details on the Live Chat journey, customer record, conversation history, and any notes attributed to the customer. Chats can be tagged and marked as complete.

Intelligent Distribution

Different chat types can be intelligently routed to specific teams and agents, with the highest skill setting. Agents can manage multiple simultaneous Live Chat sessions, across multiple accounts.

Advanced Features

Agents benefit from a preview of customer typing and have the ability to choose from a range of auto replies or short cut responses. Supervisors can monitor all Chat sessions in real-time

Audit Trail & Reports

A full audit trail of all customer chats and agent responses is available, with agent and performance reports. All reports can be viewed online, as PDF or CSV and delivered via scheduled reports.

Start A Conversation That Matters

Book your 30 minute tour of DigiDesk, today

Start A Conversation That Matters

Book your 30 minute tour of DigiDesk, today

Introducing Our Dynamic FAQs Module

Our Dynamic FAQS form part of our integrated range of digital solutions, designed to expand and enhance the flexibility and effectiveness of our cloud contact centre. Explore how you can add a dynamic FAQs module to your website, seamlessly linking into our live chat solution. Create and manage a list of relevant FAQ articles, which can be presented to website visitors without having to leave the page. This encourages self-service and contact deflection. But, if the customer does need further support, they can be provided with voice, email and live chat contact options.

A visual example of DigiDesk's customer facing Dynamic FAQs tab

Introducing Our Dynamic FAQs Module

Our Dynamic FAQS form part of our integrated range of digital solutions, designed to expand and enhance the flexibility and effectiveness of our cloud contact centre. Explore how you can add a dynamic FAQs module to your website, seamlessly linking into our live chat solution. Create and manage a list of relevant FAQ articles, which can be presented to website visitors without having to leave the page. This encourages self-service and contact deflection. But, if the customer does need further support, they can be provided with voice, email and live chat contact options.

A visual example of DigiDesk's customer facing Dynamic FAQs tab

DigiDesk is a market-leading hosted contact centre platform, managing customer interactions across Voice, Email, Chat, Social Media and SMS channels. It also features an innovative range of integrated digital solutions, such as, Multi-Channel CSAT, Review Monitoring and Dynamic FAQs, to enhance the customer experience.

St. Albans site

4-6 Spicer Street,
St Albans, Hertfordshire
AL3 4PQ

Bournemouth site

99 Holdenhurst Rd
Bournemouth, Dorset
BH8 8DY
0330 998 0000  |  info@digi-desk.co.uk

DigiDesk is a market-leading hosted contact centre platform, managing customer interactions across Voice, Email, Chat, Social Media and SMS channels. It also features an innovative range of integrated digital solutions, such as, Multi-Channel CSAT, Review Monitoring and Dynamic FAQs, to enhance the customer experience.

St. Albans

4-6 Spicer Street,
St Albans, Hertfordshire
AL3 4PQ

Bournemouth

99 Holdenhurst Rd
Bournemouth, Dorset
BH8 8DY
0330 998 0000
info@digi-desk.co.uk

DigiDesk is a market-leading hosted contact centre platform, managing customer interactions across Voice, Email, Chat, Social Media and SMS channels. It also features an innovative range of integrated digital solutions, such as, Multi-Channel CSAT, Review Monitoring and Dynamic FAQs, to enhance the customer experience.

St. Albans

4-6 Spicer Street,
St Albans, Hertfordshire
AL3 4PQ

Bournemouth

99 Holdenhurst Rd
Bournemouth, Dorset
BH8 8DY
0330 998 0000
info@digi-desk.co.uk