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Help agents better serve customers through proactive, digital-first customer service experiences based on their previous activity. Improve your conversion rates and increase customer loyalty.
Live chat for Oracle B2C Service makes it easy for agents to provide customers with immediate, live support. With one click, they can connect to a live agent to resolve their service needs—from checking on shipping status to initiating a return or asking a series of questions before making a purchase.
Live chat sessions can be started by customers, proactively initiated by service agents, or triggered automatically based on previous customer activity.
Customers expect chat tools to reflect their experiences with their consumer-oriented apps. They want to simultaneously communicate with customer service agents and browse a company’s website. They want to maintain agent interactions if forced to reestablish a lost connection and be able to view a history of past conversations.
Live chat makes all this possible, giving agents the ability to provide real-time support to customers with built-in functionalities, such as cobrowse, file attachments, and video chat (PDF). This digital-first approach to customer service lets you provide proactive, personalized customer experiences, improving agent productivity and resolution rates.
Live chat for Oracle B2C Service provides the following live chat capabilities:
Live chat for Oracle B2C Service helps agents better serve customers. The digital productivity tools keep service agents connected to their customers, provide relevant information, and help agents better understand each customer. They include:
|Integrated knowledgebase||Agents have access to an industry-leading multichannel knowledgebase that improves their productivity by suggesting relevant answers based on chat questions and transcript content.|
|Integrated cobrowsing||Chat agents can invite customers to cobrowse to assist with website navigation, configuration, form completion, and assisted selling.|
|Integrated video chat||When text communication won’t cut it, agents and customers can escalate to a video chat for personalized, face-to-face service.|
|Page peek and visitor browser history||Agents can view a customer’s recently viewed pages or the page they were navigating when they initiated the chat for additional context to provide relevant, efficient support.|
|Multiple chat handling||Administrators can easily configure and adjust the number of chats agents can accept.|
|Queue status||Automatically display real-time queue statistics, including color-coded critical warning levels for each chat session.|
|Customer history||Agents can view a customer’s complete history of digital activity, interactions across all channels, and relevant customer data to provide personalized support.|
|Integrated incident management||Agents can quickly create incidents from chat sessions or add a chat session to an existing incident.|
|Chat transfer and conference||Agents can conference other agents into a session or transfer chats to other queues or agents, so customers get connected to the right person immediately. “Whisper” conference mode enables agents to get help from peers or supervisors in real time while chatting with customers.|
|Chat push/pull||The chat administrator can automatically “push” to an agent or have the agent “pull/request” the next chat depending on preference.|
|Standard responses||Standard response templates—accessible via a single keystroke or hotkey—enable agents to handle service and support inquiries more efficiently.|
Live chat for Oracle B2C Service provides the following management tools:
With live chat for B2C Service, administrators can quickly configure, customize, and personalize the customer service experience, matching the right agents with the right customers, at the right time.
Learn more about Oracle B2C Service capabilities