Live chat is an extremely valuable tool, especially for IT support for the reps’ words are right in front of the users’ or customers’ eyes, and their words in front of the reps’, which makes it far easier to act on service requests compared with voice-only interactions, where users frequently have to resort to scribbling down sometimes unintelligible notes. Live chat also has other benefits including the ability to send links including how-to videos, providing a solid transparent record of what was communicated and to support multiple interactions by the same rep: which increases productivity.

SysAid Technologies has made providing live chat easy and intuitive with its new Live Chat Solution. The new offering, which may be instantly integrated into existing company websites, allows online visitors to communicate with support reps in real-time and is designed to help improve customer service quality.

Key features of the new chat solution include: predefined queues that automatically route online visitors to different queues (such as sales, customer support, technical support or billing); as well as customized text templates that can be entered quickly when chatting with a visitor, eliminating the need to repeatedly retype common replies. In addition, a “leave-a-message” function automatically sends visitors’ queries to the administrator’s e-mail when no representative is available to chat.

An intuitive interface allows administrators to manage multiple chat conversations at once. All transcripts are automatically logged and stored, enabling customer chat histories to be easily retrieved for future reference. The SysAid (News - Alert) Chat box may be integrated into existing websites by simply copying and pasting a line of HTML code. Additionally, the chat icons, colors and images can be easily personalized to best reflect the company’s brand.

SysAid Live Chat is hosted completely in SysAid data centers, and no installation or maintenance is required. SysAid Live Chat is available for free to companies with one administrator. Larger service departments can upgrade to SysAid Pro and add additional administrators for just $9 per user per month.

“The ability to chat in real-time not only allows companies to provide immediate customer support, it also helps build and maintain quality customer relationships,” said Israel Lifshitz, founder and CEO of SysAid, in a statement. “Many businesses have approached us for a simple stand-alone live chat solution and SysAid is pleased to launch its new Live Chat service and to enable businesses of all sizes to benefit from this valuable tool.”