Edition: Enterprise Only

Customer Chat provides an additional channel for your customer to reach your Support team. Some of your customers may never use chat, but others may gravitate to this method if it is available. It is good to provide several different channels of communication and let your customers decide which one they prefer.

TeamSupport’s Customer Chat has integrated screen, audio, and video sharing. This lets you effortlessly switch to a more interactive session should the need arise.

On both the client and the agent side, three buttons are available during an active chat:

  • Go to Audio
  • Go to Video
  • Screen Share

Let’s explore these in more detail:

Go to Audio

Sometimes communicating with your customers is better to do over voice, rather than over text. In these cases, you, or your customer, can simply invite the other to speak over audio. This does not require anything to be downloaded on either the client or the agent side.

To use audio on a chat, either the agent or the customer can click the “Go to Audio” button:

This will send a message to the other party indicating that an audio session has been requested:

This request can be ignored, or if “Accept” is clicked, a Mute and Stop button will be displayed that will allow an audio conversation between the two parties:

Along with the stop and mute buttons, the chat window will contain a sound meter gauge to indicate when the other person is talking. Either party can simply press the stop button to end the audio session.

Go to Video

One step beyond audio is communicating over video. This is accomplished via a webcam from the agent and client computers. Sharing video would give you a great opportunity to have “face to face” communication with your customers. Also, if you have a physical product that you sell which the customer would benefit from showing your agents, this can be done via this video feature.

To use video on a chat, either the agent or the customer can click the “Go to Video” button:

This will send a message to the other party indicating that a video session has been requested:

This request can be ignored, or if “Accept” is clicked, a separate window will be launched that will allow an audio conversation between the two parties:

This window contains a mute button. Either party can simply close their window to end the video session.

Screen Share

In addition to audio and video share, another useful tool is to have the ability to share your screen with between agent and customer. For companies whose primary business relies on a computer, this is an invaluable tool. Customers and agents will be able to initiate a screen share session which by default also includes voice. At any point during the chat if it becomes apparent that a screen share would be useful in order to troubleshoot, it can be initiated by either customer or agent.

To use screen share on a chat, either the agent or the customer can click the “Screen Share” button:

Depending on the browser, a prompt will be appear to allow a screen selection to be made:

This will send a message to the other party indicating that a screen share session has been requested:

This request can be ignored, or if “Accept” is clicked, a separate window will be launched that will allow an screen sharing between the two parties:

This window contains a mute button. Either party can simply close their window to end the screen share session.

Additionally, whoever started the screen share also has a mute and pause button on the their main chat screen window:

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