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Chat & Messaging Apps

Improve the customer experience with real-time chat & messaging apps software

Research predicts that by 2020, chat will account for almost 40% of all traffic into the contact centre, overtaking traditional telephone channels. For the generation who are now accomplished at instant messaging apps, chat software represents the most convenient form of customer service.

mplsystems provides a quick to integrate, simple to use facility, which blends web chat, SMS and IM into your contact centre, alongside calls, emails and social contact. Agents are able to interact with several visitors at the same time in one single user interface, whilst being able to implement template responses and use knowledge base answers to increase the speed and quality of responses.

Watch this 1min demo to see self- to assissted service via the web chat feature

Chat Software Features:

  • Multiple chat sessions to increase agent productivity
  • IM and chat for mobile devices & customer messaging apps
  • Template responses and knowledge base answers to improve agent productivity
  • Seamlessly escalate chat to another channel for more complex enquiries
  • Advanced text analytics and automated processing for high volume enquiries

mplsystems provide chat solutions as an integral part of mobile customer service apps, providing clients with instant answers to customer service questions via their mobile devices. Our chat solutions can also incorporate the intelligentResponse solution, which detects high volume, simple text based enquiries, such as opening hours or account changes, using the latest advancements in Natural Language Processing text analytics to provide automated answers and processing. Able to identify more complex web chat requests, the software routes these to the most appropriate customer service agents for resolution.

Engage with customers via messaging apps on Facebook and Twitter, where they can have convenient access to your customer service 24/7. With real-time support via their apps, customers will feel that you are always with them and ready to help whenever they need. mplsystems will ensure this is just as effortless for you, as it will be for your customers.

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    Read More »

  • mplsystems implemented a multi-channel, multi-lingual contact technology and intelligent desktop solution customised to meet global requirements

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    Read More »

  • mplsystems’ solution allows calls and web chat to be blended across all agents to remove previous inefficiencies and to improve client service levels

    Read More »

  • mplsystems configured a solution to Studio Moderna’s exact requirements in social media, email and e-commerce contact handling

    Read More »

  • mplsystems designed a unique contact centre solution that brings together all calls from the multiple social housing brands within the group into one secure system.

    Read More »

  • mplsystems implemented a multi-channel, multi-lingual contact technology and intelligent desktop solution customised to meet global requirements

    Read More »

  • mplsystems provided leading healthcare retailer Sensilab with a truly integrated customer engagement CRM and sales agent desktop solution

    Read More »

  • mplsystems’ solution allows calls and web chat to be blended across all agents to remove previous inefficiencies and to improve client service levels

    Read More »