ATG Click to Chat

Deliver Exceptional Live Chat Support

ATG Click to Chat is an interactive live chat service that lets site visitors communicate with agents for assistance with research, making a purchase, or obtaining service. Unlike other live chat point solutions, ATG Click to Chat is just one part of a complete, next-generation live help solution, which can help you optimize sales, satisfaction, and customer service costs. A powerful rules engine allows you to proactively deliver live chat support to online visitors based on dozens of online behaviors or custom-defined business rules such as customer history, session value, time spent on page, or even mouse behavior.

Increase Revenues, Productivity, and Satisfaction

Using ATG's Live Context technology, you can display the data contained in the visitor's web session to any sales or service agent and match it with other available customer information to close more business, reduce handle times, and increase satisfaction.

Maximize sales performance
  • Control precisely when and where live chat invitations appear to reduce abandonment, generate leads, lift revenue, and drive repeat business
  • Quantify in real time the revenue your website is driving to your contact center and other offline channels with integrated testing tools and customizable ROI reports and dashboards
Satisfy and retain customers
  • Push pages and co-browse with shoppers in real time to visually guide them through common procedures such as completing a transaction, filling in a form, resetting a password, changing a billing address, or arranging a product return or service cancellation
  • Identify vulnerabilities and optimize the site experience by deploying post-chat surveys to gather immediate feedback on your agents
Reduce interaction costs
  • Maximize agent productivity by supporting multiple simultaneous chats per agent with canned responses and the industry's only multi-tabbed agent interface
  • Reduce average handle times and increase agent productivity by integrating other data sources - including from Customer Relationship Management, knowledge management, order management or web analytics tools - directly in the chat console
  • Increase first-contact resolutions by intelligently routing chat interactions to departments or agents based on a variety of contextual parameters such as geographic location, time of day, business rule, web page and more

ATG's multi-tabbed agent console easily integrates with third-party data sources to maximize agent productivity.

Key Features

An industry-leading solution for live chat support, ATG Click to Chat is the fastest and most effective way to measurably lift revenue, maximize customer retention, and reduce the cost of serving customers.

Self-installing, full-featured agent console
  • Maximize agent productivity and deliver high-quality service leveraging rich, tabbed interface with built-in response libraries and integration panels to other systems
Customer portal and real-time reporting suite
  • Make self-service changes and updates to chat deployment
  • View management dashboards and visualize real-time impact of chat on your KPIs
  • Access usage statistics and agent performance reports, and zoom in on individual interactions
Easy third-party system integration
  • Deliver personalized service and reduce handle times by integrating live help with existing data sources, for example, Customer Relationship Management, knowledge management, order management, or web analytics tools
Live chat in any online channel
  • Easy-to-use HTML links and extensible APIs enable you to engage customers across channels including websites, mobile sites, mobile applications, emails, marketing campaigns, and social media sites
Tribal knowledge and canned responses
  • Shared knowledge base enables one-click delivery of frequently used text responses, web pages, and files
  • Ensure higher first-contact resolutions by leveraging collective knowledge, enabling agents and managers to have side chats
Live Context technology
  • Display contextual information from the visitor's web session and match it with other available customer information to personalize interactions and reduce handling times
Secure deployments
  • Uses 128-bit SSL encryption to secure all communication between the agent console, chatting customers, and the ATG Click to Chat database
Optimization business reviews
  • Take advantage of virtual or onsite review of live chat performance against your success criteria and key performance metrics
  • Includes performance benchmark, usage trends, satisfaction-survey analysis, and suggestions to optimize deployments
Unique pricing plan
  • Choose a flexible usage plan and tailored service plan that adapts to business needs and seasonal fluctuations
Extensible solution
  • Delivered as Software-as-a-Service (SaaS) via a single set of JavaScript tags
  • Add additional ATG Live Help solutions — including ATG Click to Call and ATG Email Response — without re-tagging pages and visitors
  • Escalate seamlessly from email to chat to voice