JivoChat is a live chat solution for websites offering customizable web and mobile chat widgets, with features including real-time visitor monitoring, pageview histories, email chat transcripts, file transfers, canned responses, customer ratings of service quality, performance reporting, and more. With browser-based, desktop, Android and iOS agent apps available, users can engage and respond to site visitors from anywhere, at any time.
JivoChat’s web and mobile chat widgets are fully customizable, with users able to control all text and translate it into 20 languages, including Chinese, Spanish, French, Portuguese, and more. For sites covering multiple countries, visitor location data can be used to select widget language on a per-visitor basis, and distribute chats between agents. ‘Smart triggers’ can be used to proactively engage customers in chats, with the ability to set rules based on page visits and time on page to trigger specific automated messages.
JivoChat shows users visitor information, including social profiles, page history, referring domains, and details imported through CRM integrations, both before and during chats. Typing insights allow users a ‘sneak peek’ at what a visitor is typing before their message is sent. Hotkeys can also be used to provide a range of canned responses, reducing the time required to finish a conversation.
JivoChat reports on agents’ performance, including the number of chats accepted and rejected, time spent online, average response times, and customer ratings, with transcripts of chats allowing managers full access to all conversations. JivoChat also produces a daily service quality score between 0 and 5, measuring proactive chats, online times, missed chats, customer ratings, and the average time taken for a first reply, and provides suggestions of areas that may require improvement.
Software by Jivosite, Inc.www.jivochat.com