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Live Chat

Have more human conversations

Live chat is a quick and easy way to assist your customers in-the-moment; making life easier for everyone involved. Reply faster, save time and solve more customer questions with a fully integrated live chat software.

Provide Efficient Support

Get to the bottom of simple queries in no time and increase team productivity.

Engage with Customers

Initiate chats with current and potential customers through Messenger.

Monitor Performance

Analyze metrics and create custom reports to improve your live chat support.

Understand Your Visitors

See which webpage your customer is browsing and preview chats in real-time.

MULTIPLE CHATS

Stay true to helping in real-time

Ensure that every chat gets picked up by agents with alerts and sounds for incoming chats and messages. Reduce customer wait times and handle multiple chats at once by quickly jumping between conversations.

Work as a team to resolve issues faster

Certain situations call for different expertise. Easily involve other colleagues in your team by adding them to an ongoing conversation or transfer your customers directly to other teams.

message preview

Stay one step ahead of your customers

See what customers are typing in real-time before they press send. Your agents can find an answer whilst they type and reply faster. Identify a customer’s real mood by seeing what they delete, as well as what they send.

Rich messages

Let your agents walk the walk

The days of plain text chat are gone. Empower your agents and help them to bring personality to your brand, building friendly relationships with your customers and end-users.

Rich Messages

Give your agents the tools to create rich-text messages for higher impact and more engaging conversations with customers.

File Sharing

Share images, files and screenshots. Bringing context to chats quickly with 2-way file sharing between you and your customers.

Emojis

Great for saving time, expressing emotions and adding some much needed dazzle to long text conversations.

snippets

Save time responding to recurring questions

Most agents dread having to answer the same old, time-consuming questions day after day. Agents using Snippets can send the perfect response to customers in mere seconds. Boost productivity, eliminate errors and delight customers.

Quick to use

Use simple keyboard shortcuts to bring up the Snippets interface, search for snippets, and select them with ease.

Eliminate errors

Standardized responses mean agents are less likely to make mistakes when typing replies to customers.

Create your own

Add to a growing library of responses. Create new snippets with rich content editing tools, and save drafts if you’re not quite done.

Our agents prefer Deskpro over other helpdesks because of the user-friendliness, clear interface, and technical flexibility. Snippets make up a good 80% of each message that is sent back to users. It greatly reduced response times and improved the user experience.
Nam NguyenDirector of Customer Success

out of hours

Receive messages out of hours

Even when your team aren't online, you can still receive messages from customers via the ticket form. So your agents can follow up tomorrow.

pro-active chat

Make the first move

Initiate chats with current and potential customers. Select the messages, as well as how and when you want to engage with visitors on your website.

Choose from a selection of proactive widget styles that meet your preferences

DESKPRO MESSENGER

Full support in one clever chat widget

Deskpro Messenger lets you provide great support anywhere. Customers can access essential helpdesk features from a single, intuitive interface that you can embed wherever they need it the most.

Live chat is nice because it allows our customers to ask us questions rather than just creating tickets. Combining that with the use of documentation we can prevent tickets being created in the first place.
Luke BryantCustomer Support Manager

right chat, right agent

Connect customers with your agents

Deskpro gives you the tools to set up automatic chat routing. But it also gives you the flexibility to allow managers to manually override rules, if they need to.

Chat Queues

Agents can only handle a certain number of chats at one time. Queues keep customers updated and agents at optimum capacity.

Round Robin

Assign incoming chats evenly to your available agents; each new chat is assigned to the next agent in the queue, so the workload is balanced.

Least Utilized

Assign incoming chats to agents in the queue who have handled the fewest chats.

Simulring

Any incoming chats will ring all agents in the chat department simultaneously. The first agent to manually accept will handle the chat.

Permissions

Control access to chat support in conjunction with usergroups. Allow certain usergroups to access certain departments.

Chat Departments

Divide your agents into departments so that customer issues always land in the right hands. Create rules specific to departments.

Custom Forms

Ask your customers questions before they start their chat. Route them to the best department and helps your agents know exactly what their issue is before they start talking.

We’re always referring people to our Knowledgebase that contains over 500 articles. Customers love it that they can help themselves at any time, day or night and our agents love it because it reduces the number of tickets we receive.
Mike WrayPresident, Mariner Software

chat tickets

Continue important conversations later

Some issues can't be resolved during a quick chat session. Deskpro registers chat conversations as tickets so it's easy to keep track of all your customers issues. Enabling your agents to continue conversations with your customers at a later date with all the context.

Chat Transcripts

Build trust by automatically sending customers a full chat transcript for future reference. Full chat also stored in helpdesk for agents to refer back to if needed.

customer information

Invaluable context

Deskpro's intuitive interface means that agents can handle chats more effectively and access customer context at their fingertips.

Reports

Insights to help your team improve

Understand team performance, customer behavior, and reveal key insights using in-built or custom reports and dashboards.

Explore Reporting

Dashboards

Real-time dashboards provide instant feedback on how your support team are performing over chat.

Custom Reports

Track the metrics that really matter, only see the information that you need and build custom chat reports.

Customer Satisfaction

Monitor customer satisfaction scores across chats and agents to discover opportunities for improvement.

Email

Effortlessly track, prioritize and solve every support email within a single ticketing system.

Voice

Fully-integrated call center solution built directly in your helpdesk.

Social

Facebook, Twitter & WhatsApp integration is coming soon. Sign up for notifications regarding Deskpro Social.

Forms

Collect information in a more structured way than email, by using forms.

An agent can only take one phone call at a time but they can have three or four chats going at the same time.
John IssaDirector of Operations
The integrated live chat is really handy. If clients have a quick question we can reply straightaway and it works really well.
Melissa PrattHelpdesk Supervisor
Deskpro is a great tool and helps our teams collaborate better. We make data-driven decisions using the reports to keep improving for our users.
Robert TankaHead of Technical Operations
Deskpro has been amazing for us. I would definitely recommend it to anybody who needs a powerful, customizable, and affordable helpdesk.
Alex OquendoAssistant Director