![]() ![]() ![]() Finally, Help Scout can integrate with all of your favorite tools, including Shopify and Salesforce, and it's available on desktop, iOS, and Android. Beacon is included with all Help Scout plans at no additional cost. Help Scout also offers out-of-the-box reports so you can track performance and understand impact right away. AI assist can lengthen or shorten a reply, alter its tone, check for spelling and grammar mistakes, or even translate text into other languages. Saved replies and in-tool access to knowledge base articles let you respond to frequently asked questions more quickly.ĪI assist - one of Help Scout's new AI tools - can help you send better responses. Profile information in the conversation sidebar helps you get a complete view of your customer, allowing you to provide contextual support. Neutral mode gives customers the ability to choose their own path from the start.Īsk first mode shows contact options first.įrom the agent perspective, live chat conversations are managed from within Help Scout's shared inbox, which is packed with features that make chat management easier and more efficient for your team. In self-service mode, customers see help documentation first, with the option to contact support appearing only after they’ve searched for or viewed an article. You can even create automations to automatically trigger a chat box to open when a certain action is taken or certain condition is met, which means you can use Beacon to provide proactive support to customers, too.īeacon offers three different modes - self service, neutral, and ask first - that let you further curate the chat experience on your page: If customers aren't able to find the answers they’re looking for, they can simply send in their request as an email right from the same window, saving a lot of time and hassle. When a support agent isn’t available, Beacon lets your customers search your help documentation within the chat widget. When a user fills out the initial chat form, Help Scout’s intelligent routing tool will make sure the query reaches the most qualified chat agent for the topic. Help Scout's messaging widget, Beacon, lets you provide live chat support, serve customers relevant knowledge base articles, and provide customers with a way to email you when live support isn't available. ![]() Help Scout offers a great solution for those looking to start using chat. If you've decided that you need a new tool for offering chat support, get started on your research with our list of the 11 best live chat software of 2024.īest live chat tool for complete customer service. The 11 best live chat tools for customer support Not only can live chat offer the same immediacy, it’s also less resource-intensive, and it’s the preferred support channel for many. Though phone support may be what many think of for live support, there’s another option: live chat. Offering live support can really take your customer experience to the next level. Maybe they’re not finding what they need in your help documentation, or perhaps they want to talk through an issue in real time, and email simply won’t cut it. Sometimes customers want to talk to a live person. ![]()
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