Live assistance and better ROI—just a click away
Reduce online abandonment by making it easy and convenient to contact a live chat agent.
Add superior live chat engagement to your digital engagement
Research shows that consumers expect immediate answers from the brand in every digital channel. The inability to answer your customers’ questions can quickly drive them away. Delivering prompt live assistance instead makes your customers feel that their needs are being met.
Because live chat is integrated into the Digital Customer Engagement platform, you can use business rules on websites to target the right visitors at the right time with the right engagement tool. For example, use virtual assistants to engage the broader audience and answer repetitive questions. Then use live chat to answer complex inquiries and assist high value customers.
Increased mobile usage and a mobile mind shift led to the rise of customer service messaging. Nuance Digital Engagement Platform enables you to react to your customers’ inquiry coming from messaging channels immediately, but allows them to continue the conversation on their terms.
We make sure that your customers are always engaged throughout the online experience. Features like intelligent queuing to reduce wait times, skills‑based routing to provide your customers with the best agent to solve their issue and contextual transfer of all important information to the live chat agent enables you to increase the effectiveness of the customer experience.
Get our latest resources
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Esurance case study (Open a new window)
Read how Nuance and Esurance work together to propel online sales growth and customer satisfaction.
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The ROI of Digital Customer Engagement showcase (Open a new window)
8 examples of companies winning big with virtual assistants and live chat.
Get it now(Open a new window)Benefits
Targeting
We ensure live chat is offered to the right customer at the right time, before they abandon their visit.
Intelligent
Routing visitors to agents with specialized knowledge avoids long wait times which leads to higher conversion and an improved customer experience.
Seamless
The Digital Engagement Platform provides a smooth transition from an automated customer engagement to a live chat agent, while maintaining the context of the conversation.
Effortless
Our technology enables an effortless customer journey, so your customers can engage with you whenever they want through any channel they prefer.
See how our product stacks up
50%
increase in conversion rate using a co‑browse tool compared to the site average
15%
decrease in live agent transfer rates by implementating accurate agent routing rules
50%
of all chat‑assisted sales are driven by targeted proactive live chats
Features
Seamless, conversational, effective
Prompt live assistance makes the customer feel that their needs are being met.
Intelligent queuing and skills‑based routing
Live chat software checks agent availability before offering an assisted engagement and ensures that visitors are routed to agents with specialized knowledge to answer their question.
Contextual conversations
If the conversation needs to be escalated from an automated engagement to live chat, or when your clients move between channels, like IVR‑to‑chat, chat‑to‑call and others, the platform will maintain the context.
Channel‑appropriate behavior
Messaging and live engagements are integrated into the overall omni‑channel engagement strategy to create a seamless customer experience. Our technology allows you to treat every incoming message in a channel‑appropriate way while it lets your customers decide where to engage and in which manner.
Co‑browse
Agents can see the same browser screen as your customers with secure access to only tagged pages. This offers the flexibility to assist consumers through complex processes online.
Amplify digital engagements
By enabling multimedia content as part of your customer engagement, you can target your visitors with videos, offers and more—and give them a truly personalized online customer service experience.
Learn more about
Nina—Nuance Virtual Assistant
The intelligent virtual assistant, helping customers self‑serve while reducing contact center costs
Customer Service Messaging
Engage your mobile customers with better customer experiences.
Google's Business Messages
Encourage customers to message instead of calling in, directly from a variety of Google experiences, such as Google Search, Google Maps, and others.
IVR to Digital
See how Nuance IVR to Digital can optimize the customer experience by helping callers move seamlessly from the phone to a digital experience.
Apple Business Chat
Turn mobile phones into a customer engagement channel that delivers unmatched results and ROI.
Social Media Engagement
Intelligently break down silos for effortless social media engagement and improved customer satisfaction.
Resources
Video
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Virtual and Live Assistance—Better together(Open a new window)
Extend the reach of your brand by leveraging Nina’s ability to escalate from an automated to a human assisted conversation.
Data sheet
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Nuance Live Chat data sheet(Open a new window)
Reduce online abandonment by making it easy and convenient to contact a live chat agent.
Blog
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Better together: The optimal partnership between virtual and human‑powered customer service(Open a new window)
Learn how Nuance enables its virtual assistant Nina to continuously learn from live chat interactions.
eBook
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The ROI of Digital Customer Engagement showcase
8 examples of companies winning big with virtual assistants and live chat.
White papers
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Messaging Done Right white paper(Open a new window)
4 customer service messaging best practices for seamless omni‑channel engagement. -
Can your insurance brand speak millennial?(Open a new window)
Forward-thinking customer experience that will help close the generation gap.