Abby Connect’s Live Web Chat allows website visitors to instantly connect with a real, U.S.-based agent. Conversations happen directly on your website, giving visitors quick answers, capturing new leads, and helping resolve questions in real time.
1. Proactive Live Chat
Proactive Chat automatically displays a chat invitation to visitors on your website, encouraging them to start a conversation.
Benefits:
Captures leads before visitors leave your site
Offers instant assistance for questions
Encourages engagement with potential customers
This feature helps increase interaction and convert more visitors into leads.
2. Pre-Chat Forms
Pre-Chat Forms collect information from visitors before the conversation begins.
These forms can be customized and fields can be set as optional or required.
Available fields include:
Introductory message or instructions
Name
Email
Phone number
Benefits:
Collects visitor details before the chat begins
Helps agents understand the visitor’s needs quickly
Allows your team to prioritize important inquiries
3. Live Chat to Phone Call
During a conversation, agents can initiate a phone call with the website visitor.
This allows the conversation to move from chat to voice when needed.
Benefits:
Resolves complex issues faster
Provides a more personal experience
Allows detailed conversations when chat isn’t enough
4. Post-Chat Surveys
After a chat ends, visitors can complete a Post-Chat Survey to provide feedback on their experience.
Surveys can include:
A thank-you message
Chat rating (stars or numerical score)
Benefits:
Measures customer satisfaction
Identifies areas for improvement
Provides insights into support performance
Chat Transcripts
After each conversation, a full chat transcript is automatically emailed so you can review the interaction.
You can also access chat history inside your Abby Connect portal or AbbyGO app.