Live Chat
Real-time chat and digital messaging
Reply to your customers instantly across every digital channel. Our live chat solution combines human agents with AI chatbots to deliver a smooth, fast and personalised customer experience on your website, WhatsApp and social media.
What we deliver
Benefits
Our process
Audit & scoping
Analysis of your digital presence and current contact flows. Identification of priority channels, recurring request types and quality objectives to build a tailored live chat setup.
Sourcing & selection
Recruitment of agents specialised in digital customer relations, selected for their written communication skills, responsiveness and, where applicable, their multilingual abilities matching your target markets.
Deployment & training
Technical integration across all your channels (site widget, WhatsApp Business, Messenger, Instagram). Configuration of chatbot scenarios and in-depth agent training on your products, brand guidelines and internal procedures.
Monitoring & continuous improvement
Operational supervision of conversations, regular analysis of trends and contact patterns, optimisation of automated scenarios and standard responses based on field feedback.
Use cases by sector
Need — Purchase assistance, order tracking, returns and complaints management in real time.
Answer — Agents available on the site chat and on WhatsApp, able to check order status and direct customers to the right contact without any break in service.
Need — Product information, guidance during online processes, referral to specialist advisors.
Answer — A structured first-level response that complies with sector constraints, with smooth escalation to a human advisor for any request requiring specialist expertise.
Need — Reimbursement requests, appointment scheduling, information on coverage and benefits.
Answer — A reassuring and clear digital channel, with routing by speciality or request type to reduce waiting times and improve the policyholder experience.
Need — First-level technical support, onboarding of new users, handling of common incidents.
Answer — A chat setup integrated into your portal or application, with guided scenarios to diagnose common issues and escalate complex cases to technical support.
Frequently asked questions
How does integration on my website work?
Integration relies on installing a lightweight widget on your pages. Our technical teams handle the platform-side configuration and support you in setting it up according to your CMS or application environment.
Which languages does the service cover?
The service natively covers French, English, Spanish and Dutch. Other languages can be added depending on available agent profiles and the volumes of requests involved.
How does the handover from chatbot to human agent work?
The chatbot handles simple and repetitive requests autonomously. As soon as a request exceeds its capabilities, or a customer wishes to speak to an agent, the conversation is transferred in real time with the full chat history.
How does the service adapt to volume fluctuations?
The combination of chatbots and human agents absorbs activity peaks without any drop in response quality. Automated scenarios handle initial qualification, and human coverage windows are adjusted according to forecasted demand.