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 developed to meet the requirements of companies of all sizes.
- Business Intelligence
- Superior Customer Service
- Chat Proactively
- Click to Call
- Omnichannel Customer Experience
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.
Know your Customers
Collect customer information, or determine their interaction experience using a variety of custom surveys. Our Advanced Survey Management tool allows you to design surveys to address specific requirements.
Automatic Chat Distribution
Automatically transfer the chat conversations to the relevant frontline team. Connect the visitors with the appropriate agent using skill-based routing and ensure superior customer service.
Multiple Interactions
Reduce your Chats in queue by enabling multiple chat sessions for the agents.
Proactive Chat Management
Engage effectively with website visitors by creating custom rules within the rule engine, based on user’s actions and behaviour on the website, and proactively initiating chat with them.
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
Drill down to or get a complete overview various performance measures with actionable reports & insights.
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 common customer concerns by configuring intelligent AI Chatbots & ensure quick responses to customers, while simultaneously allowing your team to focus on more strategic customer conversations.
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.
Case Studies
Get Access to Customer Experience Insights
Etech increases MyPlates revenue by beating sales projections and reducing operating costs.
My Plates designs and markets new specialty license plates as the sole vendor for the Texas Department of Motor Vehicles. My Plates’ goal is to create a long-term, mutually beneficial relationship designed to maximize revenues for the state through the sale of My Plates specialty plates. Operating with slim budget and minimal staffing resource, there was too much to do and it was important to focus on core competencies rather than the support work that could be easily handled by an experienced team/vendor. Customer experience through live chat was utmost important as many of their customers were young between age group of 20 – 30 years. My Plates was looking for someone beyond just a service provider like a partner.Industry: Manufacturing | Service: Live Web Chat Service