Chat

TMG offers several different chat solutions, both basic and advanced, so you will definitely find one that meets you and your business clients’ needs. With TMG you can use one of the most popular communication channels when creating the great customer experiences.

TMG Chat – easy and efficient
Chat is an increasingly popular communication channel where you want to be available to your customers. TMG delivers its own chat solution which covers all your basic needs and can be very easily set up on any website. The conversations are handled in TMG Messenger, which is an integral part of the contact centre. You select and update the opening hours and colour schema yourself on the administration page in TMG so that it suits your branding, or your client’s branding.

Choose between proactive chat where the chat window opens automatically with a welcome message, allowing you to initiate the converstaion, or use reactive chat where it is the customer who makes contact by opening the chat window.

Manage all your communication channels within one system
The messages are automatically distributed to assigned agents.
Set a maximum number of conversations per agent to ensure that the SLA is kept.
Answer written inquiries while you are in conversation to really maximize efficiency.
Get notified when you have been assigned a new case or a new conversation to ensure that the customer receives a quick reply.
Use a chatbot to answer questions received after regular office hours or to assist with the easier inquiries.
Very easy configuration of layout and opening hours.
Detailed and clear reports.

Ensure even distribution of conversations
Telemagic automatically distributes new conversations to assigned agents. To ensure efficient handling, you can set a maximum number of conversations per agent. By doing this, conversations are distributed evenly between the agents and the SLA is kept. It is very easy to monitor the traffic and stay in control by using detailed and clear reports and statistics.

Use a chatbot for efficient communication
The TMG Chatbot can be easily activated and answers questions around the clock, even when no agents are available. In addition, a chatbot can relieve the pressure if an incident occurs which increases the demand on the customer centre. Because a chatbot can handle a large number of customers simultaneously and ensures that the customers still get quick answers to their questions.

Customize the conversation or the welcome message according to the website visited.
The system can track which pages the customer has visited. This means that you can adapt the conversation based on which products the customer has visited – or the chatbot can reply based on the visited pages. You can also customize the welcome messages for various pages, and initiate conversations when you actually have visitors at the page.

Improve collaboration with built-in internal chat
TMG can also be delivered with internal chat which is an excellent tool for improving internal communication. This is especially useful when many agents are working remote. Using the internal chat makes it easy to pass on a message or get assistance, without interrupting anyone in the middle of a phone call.

Chat

Meet your customers in their preferred channels with chat from TMG!