Live Chat, Video Chat & Co-browsing

Transition old-fashioned e-mail to real-time channels to improve revenues.

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Product Benefits

  • Increase Efficiency

    Close cases faster and reduce the average cost per case by utilizing Live Chat as a Real-time engagement channel 

  • Generate Revenue

    Identify proactive service-to-sales opportunities and drive additional revenue generation by minimizing cart abandons and guiding customers through the purchase process.

  • Communicate in Real-Time

    Transfer conversations from costly, low-performing channels to Live Chat

Use Case #1 - Real-Time Case Management

A supervisor can set-up automatic routing of specific cases to Agents in a Live Chat stream to ensure that cases with high revenue potential, or high risk, are handled in Real-Time. The supervisor can leave notes for the agent within the workflow.

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Use Case #2 - Drive Service-to-Sales

Uncover revenue opportunities by implementing Proactive Live Chat on high-value shopping carts or product pages in order to guide the customer through the purchase process or mitigate cart abandons.

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Use Case #3 - Make Human Connections

Integrate CRM profiles to empower agents to connect with customers on a human level at the speed of now, enabling up- and cross-sell opportunities.

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Use Case #4 - Transfer to Channel

Transfer high-value, high-risk customers from lower performing channels to Live Chat to enable swifter case resolution

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Optimize

Proactive Chat - Define when and where a proactive instance of Live Chat is served to a customer, enabling service-to-sales as well as quick resolution of customer cases

Reassign chats - Within the Brand Embassy platform, agents can re-assign chat session to another agent.

Transfer to real time channels - Agents can generate a link within the Brand Embassy system which initiates a Live Chat instance in the customer’s browser, enabling the transference of cases from e-mail, social and other non-live channels.

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Personalize

Real-time message previews - The agents can see a preview of the customer’s message as they are typing, enabling the agents to prepare an appropriate response faster.

Custom translations - All text labels in the Live Chat Window can be translated into local languages from within the settings.

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Automate

Custom fields in Pre-Survey - Managers can define custom fields to display before the customer starts a chat session

Out of office contact form - When agents are out of business hours, customers can still initiate a Live Chat instance and leave a message

Canned responses - Managers can predefine canned responses which can be used by agents for faster response times.

Explore our Reporting & Custom Dashboards suite

Learn how to optimize your contact center and improve Agent performance, via:

  • Real-time Overviews - at-a-glance performance 
  • Customizable Dashboards - fully customizable dashboards
  • Control & Efficiency - update routing in real-time
  • Management Reports - one-click reporting

Learn more

What they say about us

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"Brand Embassy helps Kcell optimize the workflow and day-to-day tasks of our customer service team, as well as automated KPI reporting."

Guram Tulenov

Head of Self-Service and Social Media Support
Kcell, Kazakhstan

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"Brand Embassy helps create critical differentiators necessary to embrace the digital transformation in customer service."

Terrence Valeski

Former Vice Chairman
T-Mobile

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"As part of T-Mobile's brand differentiation strategy, Brand Embassy was deployed to improve customer support and experience on social media."

Chris Habel

Online Self-Service
T-Mobile, Austria

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  • Looking to reduce costs and increase revenue?
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  • Unable to prove the ROI of digital customer service?

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