{"id":19740,"date":"2019-09-17T00:00:00","date_gmt":"2019-09-17T07:00:00","guid":{"rendered":"https:\/\/www.helpshift.com\/glossary-term\/chat-service\/"},"modified":"2024-02-22T03:36:48","modified_gmt":"2024-02-22T11:36:48","slug":"chat-service","status":"publish","type":"glossary","link":"https:\/\/www.helpshift.com\/glossary\/chat-service\/","title":{"rendered":"Chat Service"},"content":{"rendered":"<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_63 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title \" >Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.helpshift.com\/glossary\/chat-service\/#Why_Do_Chat_Services_Matter_to_Customer_Service\" title=\"Why Do Chat Services Matter to Customer Service?\">Why Do Chat Services Matter to Customer Service?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.helpshift.com\/glossary\/chat-service\/#How_Helpshift_Supports_Chat_Services\" title=\"How Helpshift Supports Chat Services\">How Helpshift Supports Chat Services<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.helpshift.com\/glossary\/chat-service\/#Additional_Information_About_Chat_Services\" title=\"Additional Information About Chat Services\">Additional Information About Chat Services<\/a><\/li><\/ul><\/nav><\/div>\n\n<p>A chat service is any online service or technology that enables text messages to be translated in real time between participants. Often used in customer service as \u201clive chat,\u201d chat services connect a customer service agent with a customer for a real-time, instantaneous conversation.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<figure class=\"wp-block-image is-resized\"><img decoding=\"async\" src=\"https:\/\/www.helpshift.com\/wp-content\/uploads\/2022\/04\/Banners_Benchmark-Report-CSAT_1213-\u00d7-5871-1024x496.png\" alt=\"\" class=\"wp-image-6377\" style=\"width:666px;height:322px\"\/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Why_Do_Chat_Services_Matter_to_Customer_Service\"><\/span><strong>Why Do Chat Services Matter to Customer Service?<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Live chat is frequently used in customer service to enable real-time conversations between customers and brands that are browser-located and session-based. That means that the customer must be in a browser to participate in a live chat session, and that once the session has ended, so has the conversation. If the customer accidentally closes the window, or quits the browser program, or has to run suddenly, they must start all over.<\/p>\n\n\n\n<p>When hooked up to bots, chat services can reduce the average number of agent-sent messages. With bots answering basic customer questions, agents are freed up to work on more complex issues. In fact, a recent Helpshift benchmark study showed that bots reduce the number of average outbound interactions by 47 percent for messaging and by 28 percent for live chat.<\/p>\n\n\n\n<p>Chat services have their place, but more and more, brands are seeing higher CSATs from messaging conversations, particularly those with asynchronous messaging capability. In fact, in that same benchmark study, async messaging performed significantly higher than live chat \u2014&nbsp;an average CSAT between 4.1 and 4.6, compared to the CSAT of 3.6 for live chat.&nbsp;<\/p>\n\n\n\n<p>Chat services set expectations for instantaneous response and resolution, while messaging allows for more fluid ongoing exchanges. Today\u2019s customers are used to using messaging in their personal and professional lives (think text messaging, WhatsApp, and Slack). Messaging is a natural and intuitive medium for them.<\/p>\n\n\n\n<p>And with messaging enabled by AI automation, a single agent is more productive, capable of handling three or more conversations at once \u2014 while chat services such as live chat are typically limited to two.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"How_Helpshift_Supports_Chat_Services\"><\/span><strong>How Helpshift Supports<\/strong> <strong>Chat Services<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Helpshift provides the tools and technology to hook up a live chat experience for your customers. Helpshift\u2019s chat services technology enables you to add a web chat widget right to your website, which enables conversations between customers and both agents and bots. The industry standard typing indicator is used so that customers can see when an agent or bot is responding.<\/p>\n\n\n\n<p>AI-powered QuickSearch Bots embedded into your chat services connect your customers with your knowledge base so they can self-serve to basic information. Helpshift\u2019s machine learning engine improves over time, learning from customer queries and delivering fast and accurate customer response.&nbsp;<\/p>\n\n\n\n<p>In addition to chat services, Helpshift also supports in-app messaging and asynchronous messaging. This type of messaging does not necessarily happen in real time, although it can. It is not session-based, so conversations can continue over time, even as a case is transferred between agents.<\/p>\n\n\n\n<p><a href=\"https:\/\/www.helpshift.com\/company\/contact-us\/\">Get in touch<\/a> to learn more about chat services from Helpshift.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Additional_Information_About_Chat_Services\"><\/span><strong>Additional Information About Chat Services<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<ul>\n<li>Products: <a href=\"https:\/\/www.helpshift.com\/products\/customer-service-automation\/\">Customer Service Automation<\/a><\/li>\n\n\n\n<li>Products: <a href=\"https:\/\/www.helpshift.com\/products\/self-service-app\/\">Intelligent Customer Self-Service<\/a><\/li>\n\n\n\n<li>Guide:<a href=\"https:\/\/support.helpshift.com\/kb\/article\/live-chat-experience\/\" target=\"_blank\" rel=\"noopener\"> Live Chat Experience<\/a><\/li>\n\n\n\n<li>Blog post: <a href=\"https:\/\/www.helpshift.com\/blog\/live-chat-examples\/\">3 Routine Live Chat Examples Made Better Through Messaging<\/a><\/li>\n\n\n\n<li>Blog post: <a href=\"https:\/\/www.helpshift.com\/blog\/retail-chatbot-success-tips\/\">What Retail Chatbots for Customer Service Need to Be Successful<\/a><\/li>\n\n\n\n<li>Case study: <a href=\"https:\/\/www.helpshift.com\/resources\/case-study-how-intuitive-in-app-chat-boosts-guest-loyalty-for-asias-fastest-growing-hotel-chain\/\">How Intuitive In-App Chat Boosts Guest Loyalty For Asia&#8217;s Fastest Growing Hotel Chain<\/a><\/li>\n<\/ul>\n","protected":false},"author":8,"featured_media":19741,"template":"","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"footnotes":"","_links_to":"","_links_to_target":""},"categories":[394],"acf":[],"taxonomy_info":{"category":[{"value":394,"label":"Communication"}]},"featured_image_src_large":["https:\/\/www.helpshift.com\/wp-content\/uploads\/2022\/04\/Banners_Benchmark-Report-CSAT_1213-\u00d7-5871-1024x496.png",1024,496,true],"author_info":{"display_name":"Erik Ashby","author_link":"https:\/\/www.helpshift.com\/author\/erikhelpshift-com\/"},"comment_info":"","_links":{"self":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary\/19740"}],"collection":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary"}],"about":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/types\/glossary"}],"author":[{"embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/users\/8"}],"version-history":[{"count":3,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary\/19740\/revisions"}],"predecessor-version":[{"id":30283,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary\/19740\/revisions\/30283"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/media\/19741"}],"wp:attachment":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/media?parent=19740"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/categories?post=19740"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}