Engage Hub unveils Web Chat widget to support customers across all of their channels

London, UK, 23rd March 2020 – Responding to growing consumer demand for 24/7 customer experience, Engage Hub, the data-driven customer engagement solutions company, is building on its proposition by launching the Engage Hub Web Chat widget to help organisations better engage with website visitors, increase conversion rates, improve operational efficiency and reduce costs

Driven by cutting-edge artificial intelligence, Web Chat powers fully automated chatbots and virtual agents that provide website visitors with a quick and easy way to get their questions answered. It provides a personalised self-service experience that nurtures customers along their journey, improving an organisation’s operational efficiency and reducing costs by freeing up human agents for more complex queries.

The Web Chat widget is aimed at organisations from all industries and can be fully customised to meet the needs of an individual organisation and ensure the tone and design of the chatbot is in line with an organisation’s brand.

The capabilities for Web Chat include:

  • Cross-channel chatbot experience

Engage hub platform provides full cross-channel capability enabling your customers to have a consistent experience no matter what the channel – now including Web Chat. From identity verification to order information, the platform automatically pulls real-time information from various data sources needed to answer routine queries.

  • Powered by one chatbot

Through the Engage Hub platform, you can roll out your chatbot to give your customers a human-like experience that enhances your brand. Thanks to its cutting-edge technology and advanced Natural Language Processing (NLP) capabilities, Web Chat continuously improves as it learns from interactions, so there are ongoing and automated enhancements.

  • Value-added analytics

Customer Journey Tracker, our journey insights tool, gathers information directly from your Web Chat chatbot and other core systems, so you maintain a clear, accurate view of the customer journey. It adds an extra dimension to your customer service and website analytics, helping you make data-driven improvements so that your customers get seamless experience.

Karen Waters, Product and Marketing Director at Engage Hub said: “We’re delighted to be launching the Web Chat widget as the latest part of the Engage Hub offering. For businesses across all industries, virtual assistants are imperative in establishing stable relations with customers who want their queries and issues resolved quickly. As the potential for artificial intelligence continues to grow, chatbots remain the clear early success story of the technology and play a key role in delivering outstanding customer experience.”

Chris Wallbank, Product Owner at Engage Hub added: “Web Chat enables customers to add the same level of intelligence from their website interactions as their other channels. Websites continue to be a customer’s first port of call when contacting a brand or trying to find out more information. The widget enables organisations to strike up a conversation with any customer about any issue at any time of day. Chatbots engage in friendly interactions with customers and only answer enquires that have been asked so don’t tire customers with irrelevant and unnecessary information.”