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Engage Your Customers Through Live Chat Software

Make it easy for customers to access your service and sales teams with live chat through a digital-first omnichannel experience. Five9 supports chat interactions in a variety of ways including website, text/SMS, and social messaging applications, giving customers a true omnichannel experience.

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Benefits of Chat

Agents can handle chat interactions through our contact and call center chat software efficiently and effectively using a single unified interface that provides key benefits. 

  • Increase agent productivity and reduce ramp time for new agents. 
  • Improve conversion rates, quicken response times, and increase consistency with pre-scripted answers and next-best actions. 
  • Maintain compliance, identify performance issues, and improve agent skills with assigned training and chat transcripts.

How It Works

Agents can engage with customers using a single unified messaging interface regardless of the source of the interaction, which increases agent productivity and reduces training time for new agents. Intelligent omnichannel routing delivers customer messaging sessions to the best agent to handle them, or agents can cherry-pick interactions to handle. Supervisors can even monitor messaging interactions in real time and assist if needed.

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Why Choose Chat

  • Unified Chat Experience

    Agents use a single interface for all chat-based communication channels including websites, social messaging applications, and text/SMS. Using a common interface increases productivity and reduces training requirements for new hires.

  • Improved Agent Productivity

    Improve agent productivity and service consistency with AI chat-assisted responses and next-best-action recommendations.

  • Intelligent Routing

    Natural language processing mines the text of a chat message to identify business issues, sentiment, and value. Intelligent omnichannel routing uses this information to organize, prioritize, and deliver chats to the best agent for the job.

  • Increased Customer Satisfaction

    Experience increased customer satisfaction by providing engaging live chat options to your customers with a 24/7 self-service experience while reducing average customer wait times.

  • Lower Costs

    Enabling chat options gives customers choices to communicate with you and provides a lower service cost alternative, quick response, and high contact rate.

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74% of customers are using 3 or more channels to access customer service.

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Whether they are calling in or whether they are chatting with us, our agents are able to navigate that situation, and they have all the information they need handy to be able to resolve the issue quickly.

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Single Agent Interface

  • Single interface for seamless omnichannel customer service
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Dashboards and Reports

  • Gain detailed visibility into critical KPIs and SLAs across all customer contacts
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Omnichannel Routing

  • Intelligent omnichannel routing capabilities deliver chat requests to the most qualified agents
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Use real-time data collected from your customers to provide actionable insights for your agents and business.

Explore all our solutions

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Customer Experience

Connect to customers and solve their problems the first time.

Customer Experience

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Agent Empowerment

Empower your agents so they can focus on delivering a more human experience.

Agent Empowerment

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Business 
Agility

Manage your agents with empathy while delivering impact to the business.

Business Agility

We’ll help you find the right strategy and products for your evolving business.

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Resources To Help You Get Started

Video

From You Flowers Personalizes Service in All Channels

From You Flowers offers quick customer support on any channel customers choose: chat, email, or phone. Prioritizing personalization ensures customers have the experience that fits them.

Case Study

ConnectWise Improves Uptime and Streamlines Communications

Learn how Five9 enabled ConnectWise with improved agent efficiency and consistent uptime using unified phone, email, and chat channels.

Data Sheet

Omnichannel Powered by Five9

Find out how Five9 can help your business deliver consistent and personalized customer experiences with digital-first omnichannel customer journeys.

Data Sheet

Five9 Messaging

Discover how Five9 can empower you to create consistent communications experiences, both self-service and Agent Assist, across messaging sources.

Data Sheet

Five9 Digital Engagement

Learn how Five9 can help you create exceptional digital-first omnichannel experiences that provide your customers with a satisfying and seamless CX through channels of their choice.