In the real time, live chat has become trending. Live chat
is customer service with live support, web analytics capabilities and with help
desk software. Norton uses it as a single point of contact to manage the
software with customer services and online sales activities. Customer servicing
becomes more intimidating when live chat comes into play. Most of the
businesses have already proved that support agents are helpful, reliable, show
appreciation, polite and value their customers.
The architecture of tech support live chat:
Multiple technologies that are involved in Nortontech support live chat UK are Node.js, MySQL, C++, JavaScript etc. The
two main elements that have built the entire platform are agent application along
with the chat widget.
- Agent application – This application is used by the Norton employees to respond quickly to the questions that are raised by the customers. It is a web-based application that allows the employees to log in and conduct a chat with the visitors. This application has one-to-many communication methods and other interface tools such as keyboard shortcuts, canned responses, geolocation, sneak and a peak of customer messages, categorization etc.
- Chat gimmick– The chat widget
embedded on the tech support live chat is traditionally displayed in the bottom
right corner of the screen. This small chat box that is available on the
visitor’s website helps in coordinating with the customer. They are visible on
mobile phones and desktop devices either as a part of the application or in the
browser window.
Specifications and mode
of communication:
Apart from the chat widget and agent application, the live
chat includes other features such as ticketing system, agent’s efficiency
analytics, website traffic monitoring etc. Norton tech support live chat UK
is available in different languages. The live chat session has two different
ways of communication between the agent and the customer. The basic features
include:
1. Customer relationship
management
2. Contact management
3. Analytics
4. Files sharing
5. Desktop sharing
6. Invoicing software
7. Performance and
uptime tracking
Flourishing companies’ preference - live chat for tech
support:
Businesses and visitors always prefer a live chat for
solving technical support. Smaller businesses always start with improper
customer services. The website design and search engine optimization play a
vital role in technical support. Lack of reliable chat executive and
unresponsive toll-free numbers increases the usage of live chat. Below are some
of the advantages of using Norton’s live chat with a tech support executive.
1. Working on prompt
responses
2. Introduction to new
tools
3. Response time will
decrease dramatically
4. Encouraging
self-services
5. Monitoring the
results
6. Constant improvement.
When online customers wanted to purchase a service from
Norton, they may not be interested in picking the phone or spending money on a
call or waiting for email replies, so as to resolve all these live chat in
Norton approaches the real-time customer service. It also helps in immediate
communication where the customer will be about to click on the “Buy” button.
The support team is available 24 hours and 7 days a week for easy assistance.
