What is Webchat?

A Webchat is a feature you can add to your website or Content Management System (CMS) to allow online exchanges between your support agents and your customers in real time.

Intermedia offers different Webchat options, namely, Chat queues and Interactive Chat Response (ICR).

Chat Queue

A Chat queue is a way of organizing incoming customer requests sent through chat, thus allowing contact center representatives and managers to track, prioritize, and ensure efficient delivery of customer service.

A good example of a chat queue is a sales chat queue: A potential client visits your site. Assume that you have set up a chat queue within your site so potential clients can ask questions to your salespeople. If a potential client has questions about a service or product, they can ask in the chat. This increases the probability of keeping a prospect engaged in your site, and then your salespeople can provide all the information the client needs, thus gaining a new client.

A great benefit of chat queues is that you can collect user information such as email address, name, phone number, and the question asked before connecting the user to the sales agent. If the sales agent is not able to convert the prospect into a client during the chat session, the information collected can be saved as a lead, and the relationship established with the prospect can then be nurtured.

Interactive Chat Response (ICR)

An ICR is a self-service chat feature that offers real-time chat support to clients 24 hours a day, 7 days a week, thus providing continuous customer support and a platform through which customers can reach support any time.

With ICR, you can ask site visitors several questions before transferring them to the correct chat queue. For example, you can ask whether the visitors need Sales, Support, or KB access. Such questions constitute the first level of the ICR menu. ICR can be configured in such a way that, based on the site visitors' responses, they will navigate to a target chat queue or an external link.

The following figure shows an example of such navigation.