A relatively big and new contender in the online chat world, ValueChat promises to combines live representatives and a trainable chat to optimize online customer support.
I came across their press release that helps explain why they are so great.
What I got from it is that Valuechat can tackle and improve customer support through interactive chat responses. Valuechat provides live chat software along with a virtual chat that can be trained to respond to all the questions customers might have when your live reps are not there. If there is ever a question that could not be answered, you can simply train the ICR to answer the question for the next time customers come calling. If the question cannot be answered, the ICR will alert the live rep or send an email so to follow up later (personally a favourite feature). All chat conversations are recorded for review and future training. Unanswered questions are recorded in a special page for ease of identification, training and follow up.
This is something we haven’t seen yet! The combination of live agents, virtual agents and future FAQ’s. You can help train and tailor make your support answers and get the help while you sleep, while traffic is coming to your site all through the day. Then agents can respond to the queries and help your customer service offering reach its maximum. a long term added bonus.
Read the full Press Release here