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.
Get to the bottom of simple queries in no time and increase team productivity.
Initiate chats with current and potential customers through Messenger.
Analyze metrics and create custom reports to improve your live chat support.
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.
Give your agents the tools to create rich-text messages for higher impact and more engaging conversations with customers.
Share images, files and screenshots. Bringing context to chats quickly with 2-way file sharing between you and your customers.
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’s greatly reduced response times and improved the user experience.
Director of Customer Success, Launchpad
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.
Customer 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.
President, 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.
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.
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.
As we started growing rapidly, I needed to get full control of our data. That meant looking for an on-premise helpdesk. Deskpro by far excelled over the other helpdesks we looked at.
