Mutare has added Smart Chat, a hosted solution for Web-based customer support, to its portfolio of communication products and services.
"Most consumer-focused companies today have a call center or internal support agents who handle customer inquiries the traditional way, through phone calls or email," said Rich Quattrocchi, Mutare's vice president of business development, in a statement. "But with the rapid rise of IM and mobile chat, it's clear that companies who want to stay on top of their customer response will need to give those customers more choice."
When added to company Web sites, Smart Chat allows visitors to reach support agents through a chat window. The application can also be integrated into mobile apps. Organizations can stablish specific rules to determine when the chat icon appears (for instance, when a Web site visitor lingers for a period of time on a page) as well as how the chat session is routed based on the nature of the query. At the end of the session the application delivers a transcript to the customer and can also save it to internal systems for future reference and analytics.
Smart Chat is hosted in the secure Mutare cloud so there is no hardware to install or maintain. It includes a fully-redundant fail-over system.