Live Chat is being adopted by more businesses, no matter their size or sector. 3CX has developed a Live Chat solution to provide a simple way for a plugin to be added to any website irrespective of its platform/CMS.
Chat customization
Once the initial 3CX Live Chat extension has been set up and linked to a 3CX phone system (or indeed as a standalone software solution), there are many functions and customization options available. Depending on your preferences, you can choose:
- On which pages the chat bubble is displayed
- The initial information fields for visitors to fill out (e.g. Name only, email only, name and email or none)
- Avatars & Logos
- Styling of colors, including 3 template styles, in addition to a full-color customization
- Languages
- Out of hours actions to ensure visitors know when agents are available or not.
Extras when linked with a 3CX Phone System
From Live Chat to Live Call
By integrating Live Chat with our phone system, website visitors can chat with agents in real time, and can switch to a live call or video call in a single click–with no dialing of phone numbers. That same agent can answer immediately from their extension via the 3CX Web Client, Windows Desktop App or mobile app ensuring smooth call flow.
Facebook and SMS integration
Live Chat comes with all the functionalities and customization that users could ask for. 3CX services multiple channels of communication. Facebook messenger and business SMS can be incorporated into 3CX to provide agents with a single pane of glass to keep all customers up to date no matter how they choose to contact the business.
Additional features
- Agent assigning & transferring: Chat messages can be delivered to a group of agents who can opt to ‘take’ a chat to deal with it. If the visitor needs more experienced assistance, the chat can be transferred to a different agent whilst retaining the previous chat transcript.
- Chat reports: Included within Live Chat is the ability to run reports to determine how many chat sessions have been initiated, answered and abandoned. These reports can only be run when linked with a 3CX Phone system.
- Sales or support: Visitors are able to select which department they want to contact prior to initiating the chat.
- Google analytics integration: Admins can track and report website visitors’ interactions with the chat bubble and greeting message helping improve conversion rates.
Conclusion
3CX Live Chat offers a simple and effective way for anyone to incorporate instant messaging and support directly into their website, no matter the technical ability. Customization is intuitive and implementing specific business rules for time of day management of conversations is simple. Offering visitors the ability to elevate the chat into a live call within the browser will ensure conversion rates and visitor satisfaction.
3CX can be downloaded and hosted for free for the first year. The website contains many how-to articles to help get set up including a guide to assist with setting up Live Chat for your website.
