Live Chat
Your customers expect a response - instantly. A quick one-on-one chat can mean the world. With Live Chat software, in Mobile Service Cloud, you can easily create a chat widget on any web page.
Add a chat widget to your website to enable customers to reach you instantly, from any page. The widget is included in Mobile Service Cloud and can be easily implemented. You can customize the widget to match your brand and website style.
Agents can switch status to offline or online. If no one is available, the widget switches from live chat to email or chatbot. Add service hours to let customers know when they can reach you.
Show availability and service hours
Custom branding possibilities
E-mail fallback
Improve overview and take control over all your customer service interactions.
Find all chats in one convenient inbox. The conversation view is enriched with customer data, offering all the context you could need, such as previous conversations from any channel.
In the same view, you can ask a colleague a question, or forward the conversation to an external supplier. All within Mobile Service Cloud.
Consolidated view of all support channels per customer
360° customer profile, right next to the customer’s question
Collaborate easily with internal and external parties
Real-time pre-sales conversations help customers convert - invite them for a chat proactively. You can see what the user is doing, and assist them on your website. Based on behavior, such as visited pages, you can send proactive messages via Live Chat.
Inspire your team to generate more sales with sales tracking and 'win messages'.
Send proactive messages based on customer data and behavior
Measure your teams' sales contribution for each channel
Help customers navigate your site with co-browsing
How do you help customers outside of office hours? Or when no human agent is available? Integrate a chatbot into your chat widget to help customers 24/7.
With CM.com you can easily integrate a chatbot into your widget. Discover all our chatbot solutions.
Chatbot SolutionsBoost Service, Increase Sales: Improve response times and conversion rates.
elho's customer service team is now chatting in real-time with their website visitors. They improved their response times to 30s after implementing live chat.
Adding live chat helped Winparts enormously. They like that it's so personal. Adding live chat doubled their customer contact and increased conversion rates to 15%
There is more! With Mobile Service Cloud you can chat via live chat and any other channel from one inbox. A personal customer service solution.
Manage conversations from Live Chat, WhatsApp Business, e-mail, and other channels in one convenient Agent Inbox. Discover all efficiency enhancers for smart inbox management.
Black Friday is a huge shopping event, drawing crowds of eager shoppers hunting for deals. But once the rush fades, the real challenge begins: turning one-time shoppers into returning customers. Customer retention is vital for long-term success, and the period after Black Friday is the ideal moment to turn short-term excitement into lasting relationships. In this blog, you’ll learn how to keep customers engaged and coming back long after the rush is over.
Artificial Intelligence (AI) has been in development for decades, but the way we use it today has changed dramatically. With the advent of ChatGPT and other applications, AI has suddenly become tangible for the general public. While it was previously used primarily for specific, often invisible applications (think fraud detection in banking or predictive maintenance in industry), it now actively assists in content creation, enhancing customer experiences, and streamlining processes. Within customer experience, three forms of AI are particularly relevant: generative, agentic, and predictive AI. In this article, we’ll break them down and explain how to leverage them effectively.
Your contact page is the ultimate business card for your customer service and provides a direct connection to your customer service team. It's a crucial part of the customer experience where you have the chance to significantly enhance the experience right away! To make this happen, the page needs to be well-designed. In this blog, you'll discover 8 steps you can take to make your contact page irresistible!
Looking for a smart and capable employee that never sleeps? A little helper that can take over all your menial and repetitive tasks to make your life a little easier? One that will continuously learn and improve itself to keep assisting you the best it can? This may sound like a dream (and an unrealistic one at that), but it's much closer to reality than you might realize! Discover Agentic AI!
Once your customer service team has more than three employees, it is difficult to explain to the rest of the organization what the customer service conversations are about. Adding tags to service conversations is a good method to tackle that problem.
Diving deeper into CM.com's CPaaS approach in empowering business users to unlock Communication Excellence - a guest article by Quadrant Knowledge Solutions, a global advisory and consulting firm focused on helping clients in achieving business transformation goals with Strategic Business and Growth advisory services.
Using SMS customer service templates not only saves time but lets your support team create personalized, on-brand communications with just a few clicks. Today we’ll share business text message templates you can use to give your customers the information they need — fast.
As a member of the customer service team, you stand on the front lines of customer interaction every day. In a world where customers demand quick and personalized service, long wait times, impersonal responses, or worse, incorrect answers, can quickly drive a customer away. Your goal, however, is to connect customers with your organization and deliver the best answers and service possible. It’s incredibly satisfying to see a customer leave a conversation happier and eager to purchase your product. Your efforts can significantly enhance the customer experience, but you need the right tools to truly excel. Integrating these tools into a platform amplifies your capabilities and lets you experience the power of the platform effect.
Great customer service results in a positive customer experience. The impression your customers have, affects how they see you as a brand. Ultimately, this impacts business performance and revenue. No wonder you want to improve your customer service. To make an impact on your business, you need to generate data and insights from your customers and your customer service team. What are the actual customer needs and preferences? And how is the team currently performing?
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