Channels

Live Chat

Whether you have live chat on your website today or are looking to add it  there is a better way.

From session-based chat to asynchronous messaging

Convert your outdated chat sessions into a modern asynchronous conversational experience similar to conversations on SMS, WhatsApp and Social Media

Sparkcentral’s Modern Live Chat solution enables you to chat real-time with website visitors on desktop or mobile devices and users of your Mac and Android mobile apps.

Unlike with traditional live chat software, website visitors never have to wait for your support team or worry about having to start over if they leave the page, switch to mobile devices or continue later.

Sparkcentral Live Chat enables both real-time chat and asynchronous messaging, which is persistent and “always on” just like a WhatsApp, SMS or Facebook Messenger conversation.

Paired with a knowledge base to speedily answer FAQs, a chatbot API, APIs to integrate with CRMs (e.g., Salesforce) and ticketing systems (e.g., Zendesk) and modern analytics to measure performance and impact, Sparkcentral’s live chat software gives your sales and support team the best tool to drive an amazing customer experience

See the Difference

When your live chat is powered by asynchronous messaging, your customers experience NO waiting on hold, NO getting disconnected or “timed out”, NO having to start over, and NO text limitations.

Traditional, session-based live chat

CLICK TO ENLARGE

Modern, asynchronous live chat

CLICK TO ENLARGE

25-30% of all live chat sessions are abandoned leading to lost chat support agent productivity. With Sparkcentral, there is no time-out and “abandoned” conversations start back up where they were left off. This reduces frustration and increases customer satisfaction.

Read how

How to manage Modern Live Chat conversations
with Sparkcentral

What Modern Live Chat can do for customer service

From eCommerce/sales to customer service and support, Modern Live Chat can be used a number of ways:

For Sales and eCommerce:

  • Improve the conversation rate on your sales pages
  • Proactively engage with website visitors or mobile app users
  • Answer questions around product availability
  • Help with transactions
  • Upselling and cross selling
  • Pushing special offers
  • … and more
New Chat Mobile

For customer service and support:

  • Billing inquiries
  • Product questions
  • Technical issues
  • Engagement with personal advisors
  • Scheduling and rescheduling of appointments
  • Shipping and returns
  • Customer onboarding activities
  • … and more

Business value propositions

What will the conversion from your outdated solution to Modern Live Chat do for your business?

Increase conversion rate and revenue

Meet customers where they are when shopping on your website, and remove any hurdles between their intent to buy and the purchasing transaction.

Reduce customer service cost

Lower cost significantly. Live chat agents on Sparkcentral are 25-30% more productive compared to support teams on legacy live chat software. See Asynchronous Messaging to find out why.

Improve customer experience

Customers love the simplicity of chatting with customer support on their terms. No waiting on hold, no getting disconnected, no waiting for the agent to find an answer to a customer question. Higher customer satisfaction is likely to drive positive mentions on social media.

Increase customer loyalty

Loyalty should be about you being loyal to them: by being where they are. Serving customers better on your website or within your app will make them come back, stay, and tell others.

 

Hear our CEO talk about brand loyalty

Learn More

Sparkcentral enables you to embed live chat in your website, in your app, or both. It does not require your customer or agent to be live at the same time. Download our datasheet to read more.

It’s easy to get started with Modern Live Chat,
powered by Asynchronous Messaging

Deploying customer service on Modern Live Chat is easy: Sparkcentral – or your IT group – uses the Modern Live Chat SDK to embed the live chat plugin into your website or eCommerce platforms (e.g., Shopify, Magento, Joomla) or Mac and Android mobile apps. Key elements like the chat button, prechat messages, simple chatbot scripts can all be customized to incorporate your company logo and overall brand look & feel. Your agents can be trained in half a day, either onsite or remotely, and the entire solution can be up and running in a matter of weeks.


Sign up for a demo

Just fill out our Contact form and we’ll quickly be in touch to show you a demo and answer your questions.


Discover the possibilities

During a discovery session, our experts will work with you to identify the right
pilot use case.


Operationalize your plan

Our onboarding process includes everything from agent skills to staffing to setting KPIs. You can be up and running in just a few weeks.


Launch your pilot

Watch customer satisfaction and loyalty improve, agent productivity rise, and customer service costs decrease.