Pre-chat survey, to gather valuable customer data and give relevant support

Post-chat survey, to ascertain service quality and satisfaction

Reports on post-chat survey fields, to collate and capitalise on insights

Automatic keyword detection, to speed up response windows

Ready-made answers launched within the chat window, to eliminate manual re-typing

Categorised, access-controlled canned responses, to suit each user’s needs

Predictive text, to send the most relevant recent response within 3 strokes of the keyboard

Recommended chat answers, to reply intuitively and immediately

Preset messages, to insert a personalised greeting with a single click Review collected by and hosted on G2.com.

One of the big drawbacks is the lack of customization to make the chat more integrated into the web page, which sometimes makes it less cohesive and more artificial. Review collected by and hosted on G2.com.