CallTrackingMetrics Adds New Live Chat Product to Unified Communications Suite

SEVERNA PARK, MD—CallTrackingMetrics, a leading provider of call tracking and contact center software, announces the launch of a new live chat product. With chat becoming the preferred communication method for many consumers, CallTrackingMetrics’ chat enables businesses to gather essential marketing attribution data for all of their communication channels within one platform and drive higher satisfaction for their customer base.

Similar to how businesses use CallTrackingMetrics to track calls, texts, or form submissions, they will now be able to attribute live chat conversations back to unique advertising channels or campaigns to know which inspire customer contact and optimize their marketing spend accordingly.

Businesses can consolidate their software spend and reduce reliance on third-party tools by unifying all of their communication channels, including calls, texts, forms, and now chats, within one platform. Agents will be able to manage multiple service touchpoints within one dashboard, thereby eliminating the need to switch tools or even website pages to handle different support inquiries and provide faster service to customers. They will have full visibility into visitor and campaign data and any history of past exchanges with the customer in order to further personalize the interaction.

Furthermore, businesses can manage chat requests in line with their unique routing customizations to drive efficiency for their support and sales teams and get the customer to the right agent the first time. Additional customizations include the ability to customize their chat widget with their own colors, create individual and team canned responses, share files in chats, and set up custom triggers based on chats to automate internal actions across teams within an organization.

“The value of a conversation with your customer can’t be overstated, which is why we’re committed to making it easier for businesses to engage with their audience across all communication channels,” shared Todd Fisher, CEO of CallTrackingMetrics. “We’re excited to support our partners and make it easier for them to launch live chat and handle all of their communications within CallTrackingMetrics.”

About CallTrackingMetrics:
CallTrackingMetrics is the only digital platform that uses marketing attribution to inform contact center automation—resulting in a more personalized customer experience. Discover which marketing campaigns are generating leads and conversions, and use that data to automate call flows and power your contact center. More than 100,000 users around the globe trust CallTrackingMetrics to manage communications for their marketing, sales, and service teams.

CallTrackingMetrics has also been recognized in Inc. Magazine’s 5000™ list of fastest-growing private companies, and as a leader on G2 Crowd for inbound call tracking software and CCaaS solutions.

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