CallTrackingMetrics, a leading provider of call tracking and contact center software, announces the launch of a new live chat product. With chat becoming the preferred communication method for many consumers, CallTrackingMetric’s chat enables businesses to gather essential marketing attribution data for all of their communication channels within one platform and drive higher satisfaction for their customer base.
Similar to how companies use CallTrackingMetrics to track calls, texts, or form submissions, they will now be able to attribute live chat conversations back to unique advertising channels or campaigns to know which inspire customer contact and optimize their marketing spend accordingly.
Companies can consolidate their software spend and reduce reliance on third-party tools by uniting all of their communication channels, including forms, calls, texts, and now chats, within one platform. Agents will be able to manage multiple service touchpoints within one dashboard, thereby eliminating the need to switch tools or even website pages to handle different support inquiries and provide faster service to customers. They will have full visibility into visitor and campaign data and any history of past exchanges with the customer in order to further personalize the interaction.
Furthermore, businesses can manage chat requests in line with their unique routing customizations to drive efficiency for their support and sales teams and get the customer to the right agent the first time. Additional customizations include the ability to customize their chat widget with their own colors, create individual and team canned responses, share files in chats, and set up custom triggers based on chats to automate internal actions across teams within an organization.
Todd Fisher, CEO of CallTrackingMetrics said that “The value of a conversation with your customers can’t be overstated, which is why we’re committed to making it easier for businesses to engage with their audience across all communication channels. We’re excited to support our partners and make it easier for them to launch live chat and handle all of their communications within CallTrackingMetrics.”