Your customers get an answer in the chat while they are still on the page.
Our chat team answers questions on your website or in your customer portal and guides users through forms and processes. We work in your chat system or bring our own technology.
This is how a chat with our team works.
Greet and assess
An adviser takes over the chat, greets the customer in your tone of voice and briefly clarifies what it is about.
Answer and guide
We answer the question or guide the customer step by step through your portal, for example when uploading a document.
Close or switch channel
If the enquiry requires access to personal data or your specialist department, we offer a callback or open a case. The chat history is documented.
In live chat, preparation determines quality.
Parallel chats with a sense of proportion
We decide how many chats one person handles at the same time based on how complex the topics are. Quality comes before throughput.
Audited against the standards that matter here.
Certificates of aLIVE Support S.R.L., issued by ISOTRANS, valid until 06.09.2027.
This goes well with it.
Questions about live chat service.
Question not listed? We reply within one working day.
Not necessarily. We work in your existing chat system or bring our own technology. We clarify which solution fits during detailed planning, including data protection and hosting.
We agree target values for accepting and answering chats with you and include them in the service level. Internally, we manage against tighter early-warning thresholds. Waiting time and reachability are part of the ongoing reporting.
That depends on how the chat is used. In a logged-in customer portal, personal information is possible; in an open website chat, usually not. We define the rules with your data protection team, and we act as a processor under Art. 28 GDPR.
Yes, this often makes sense because the same knowledge base and the same rules apply. Whether the team works on mixed or separate channels depends on contact volume and topics.
By default, people answer. We are happy to check with you whether automated answers make sense for certain standard questions. In any case, the route to an adviser remains open.
