Real-time chat
Our routing system securely forwards incoming chats to your business in real-time. All available operators are simultaneously notified of an incoming chat. The first operator to respond is automatically connected. The remaining operators are then notified that the incoming chat has been answered. Our presence system automatically tracks and aggregates your operators' availability. Toggling availability is as simple as logging into and out of a chat client.
Out-of-the-box solution
- Highly customizable white-label chat widgets. Our widgets use JavaScript and HTML, not Flash.
- Configurable chat widget behaviors. Embed within, float over, or pop out of a web page. Plus we offer a mobile-friendly chat widget.
- Answer chats from your desktop, laptop, smart phone, or tablet.
APIs
We soon plan to offer APIs for presence and messaging. Use
the presence API to determine when chat operators are
available to chat with customers. Use the messaging API to send chat
messages back and forth between operators and customers.
Sign-up for announcements >>
Text messaging integrations
Customers can chat with operators by texting to a support number with their text-enabled phone. With My Customer Cloud's optional SMS chat add-ons, on-the-go mobile customers enjoy all of the benefits of live chat with your business.
Out-of-the-box solution
- Incoming text messages are answered from within your chat client.
- Customers text to a dedicated support phone number.
- We'll automatically forward any voice calls placed to your texting support number.
APIs
Because SMS chat is fully integrated into the My Customer
Cloud chat routing system, you can use our messaging API to
exchange messages back and forth between operators and
customers. No special handling required. Messaging API
coming soon.
Sign-up for announcements >>
Instant message network integrations
Integrate any established public IM identities your business might have on AIM, Yahoo!, MSN, Google Talk, ICQ, Meebo Me, or any other Jabber server. My Customer Cloud breaks the one-to-one restriction that limit IM's practicality for customer service. Now, multiple chat operators can monitor and chat with customers using your public IM account without disconnecting each other.
Out-of-the-box solution
- Leverage your existing public IM identities on most popular networks.
- Multiple chat operators can monitor a single public IM identity.
- Keep any public IM identities in place while adding live website chat and SMS chat.
APIs
Because IM networks are fully integrated into the My Customer
Cloud chat routing system, you can use our messaging API to
send IMs back and forth between operators and customers. No
special handling required. Messaging API coming soon.
Sign-up for announcements >>
Tools to help you create a superior customer experience
With features like service rollover, you can first direct incoming customer chats to specialized operators if available and then to more generalized operators otherwise. Our quality assurance toolkit lets you monitor on-going chats, access chat transcripts, analyze trends, & generate historial reports.
Out-of-the-box solution
- Organize your operators by expertise or department to route customers.
- Monitor on-going chats in real-time.
- Review and download chat transcripts.
- Generate graphs analyzing service and traffic trends.
- Download chat data in CSV format.
APIs
Service rollover is available via our upcoming presence API. A
monitoring API will provide access to on-going chat
information. And our reports API will provide access to chat
statistics and generate graph image files. These APIs are all
currently under development.
Sign-up for announcements >>
