Drive more sales and deliver an effortless
customer experience with

Live Chat Customer Service Software

Etech’s Highly Effective Solution for
Cross-Channel Interactive Customer Interactions

WHAT IS ICE CHAT?

ICE Live Chat software is an integrated, cloud-hosted platform, with a robust self-learning knowledge base for simplifying the way you connect with your website visitors. It equips agents with tools and information that enables them to amplify your sales and deliver quality customer support. ICE Live chat solution is the result of Etech’s years of expertise in the chat segment and has been developed to meet the requirements of companies of all sizes.

PRODUCT TOUR

CONVERSE SEAMLESSLY, SELL EFFECTIVELY WITH ICE LIVE CHAT SOFTWARE

Live chat customer service helps your brand create a personal connection with customers and makes them your brand promoters. Having a live chat representative not only helps your business improve customer experience, but also provides a great opportunity to cross-sell and upsell. Your agents can chat with visitors after they have asked a question or initiate a chat proactively using our live chat solutions.

REAL-TIME CHAT MONITORING

REAL-TIME CHAT MONITORING

Monitor the performance of your frontline team in real-time. Agents can escalate the chat to supervisors or supervisors can directly enter the chat.

CUSTOMER ACQUISITION SERVICE

KNOW YOUR CUSTOMERS

Collect customer information, and determine customers' interaction experience using a variety of custom surveys. Our Advanced Survey Management tool allows you to design surveys to address specific requirements.

QUANTIFY COACHING

AUTOMATIC CHAT DISTRIBUTION

Automatically transfer the chat conversations to the relevant frontline team. Connect visitors with the appropriate agent using skill-based routing and ensure superior customer service.

INTUITIVE DASHBOARDS

MULTIPLE INTERACTIONS

Reduce your Chats in queue by enabling multiple chat sessions for agents.

PROACTIVE CHAT MANAGEMENT

PROACTIVE CHAT MANAGEMENT

Engage effectively with website visitors by creating custom rules within the rule engine. These rules can be based on user’s actions and behaviour on the website, and agents can proactively initiating chat with them.

MEASURE CONVERSIONS

MEASURE CONVERSIONS

Measure the impact on ROI and get real-time visibility of output from chat efforts using the online conversion tracking tool.

CONTACT CENTER REPORTS & ANALYTICS

CONTACT CENTER REPORTS & ANALYTICS

Drill down to or get a complete overview of various performance measures with actionable reports & insights.

SELF-SERVICE AT A CLICK

SELF-SERVICE AT A CLICK

All of your questions answered with Advanced Knowledgebase Integration, featuring engaging tutorials & insightful articles, to provide round-the-clock assistance from team members.

AUTOMATE ENTIRE SUPPORT WORKFLOW

AUTOMATE ENTIRE SUPPORT WORKFLOW

Automate common customer concerns by configuring intelligent AI Chatbots & ensure quick responses to customers.Do this while simultaneously allowing your team to focus on more strategic customer conversations.

INTEGRATE SEAMLESSLY WITH ANY LEGACY SYSTEM OR AI PLATFORM

Fulfil complex and personal user concerns directly with ICE Chat by integrating with your Website, Smartphone, or Portal Applications, CRM, or any Social Media Handle.

Salesforce
Google Analytics
Facebook
WhatsApp
SMS

CASE STUDY

HOW ETECH’S INTERACTION ANALYSIS HELPED CUSTOMER IN CALL REDUCTION, ENHANCE CUSTOMER SATISFACTION AND INCREASE IN OVERALL EFFICIENCY?

Identifying and improving what your customers love & hate about your brand is critical to driving amazing customer service experience as well as overall business success. To overcome competition, the brand was seeking a partner to identify insights from customer interactions. The Etech Insights team analyzed the interactions & determined the key drives responsible for customer effort, frustration, positive and negative customer sentiment. Going beyond, our team also recommended call flow examples and best practices to drive overall customer satisfaction.

Industry: Retail | Service: Quality Monitoring & Analytics

Get Access To Customer Experience Insights

Watch ICE Chat in Action depicting the clear picture of real-life application.

Learn more about

ICE Chat

from our CX Experts.

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