Products/Solutions

Web chat system

For all industry types

FastChat is a customer inquiry response solution that leverages a CRM system provided by TechMatrix to chat with customers on a company’s home page.
This seamlessly incorporates auto responses by linking to various artificial intelligence (AI) services with manned responses sent by an operator.

Features of FastChat

  • Incorporating web chat as a customer service channel

  • Response histories for web chat inquiries are integrated and managed in FastHelp in the same manner as inquiries by phone, email and other channels, establishing an efficient means for collecting “customer feedback.”

  • Manned operator response

  • Customers submit an inquiry over web chat on the company’s home page, to which a web chat response is given by an operator. The ability to give a quick and courteous response over web chat helps boost customer satisfaction.

  • Auto responses using artificial intelligence (AI) systems

  • FastChat can link to various artificial intelligence (AI) systems to provide an automatic response to inquiries using a chat bot. This can be used to resolve customer inquiries 24 hours a day, 365 days a year.

  • Smoothly switch between
    chat bot and operator

  • Users can switch between a chat bot and manned responses by an operator to smoothly carry on with an inquiry using the chat history as a reference.

Advantages

Use FastChat to promote omni-channel support.
Centrally manage points of contact with a diverse range of customers
to help improve customer service satisfaction and enhance contact center productivity.

  • Contact centers

  • Enhance productivity

  • A single operator can now respond to multiple customer inquiries. We have also improved response assist functions, such as the use of past response histories and template functions, to help streamline responses and boost productivity.

  • Customer

  • Customer satisfaction improvements

  • Increasing the range of response channels available makes it possible to establish contact centers that are instantly available anytime, anywhere, further boosting customer satisfaction.

  • Management personnel

  • Customer loyalty improvements

  • Use a chat bot to introduce an auto response service that operates 24 hours a day, 365 days a year for greater cost effectiveness. Customer service quality improvements also help bolster customer loyalty.

Main features

  • Smoothly respond to multiple inquiries at once!
    Multi-person chat responses
  • A user interface that is intuitive and easy to use. A single operator can respond to inquiries from multiple customers at once.
  • Improve the quality of inquiry responses!
    Prohibited word settings/real-time monitoring
  • The quality of chat responses is improved by sending alerts of prohibited words in a response before the operator sends the chat message, and through the use of administrator monitoring functions.
  • Implement a web chat that fits in with the design of your company’s home page!
    Change designs
  • You can freely set the theme color and design of the chat window. You can also adjust the display position.
  • Visual data on customer feedback!
    Report function
  • Use stats on response history searches and downloads, and report functions to analyze the state of use by the contact center, and provide a visual representation of inquiry trends.

List of Features

  • Multi-person chat responses
  • Response assist functions
  • Register user information
  • Set prohibited words
  • Incoming call notifications
  • Push URL function
  • Rating function (Questionnaire)
  • Send files
  • Set operating times
  • Change designs
  • Download function
  • Real-time monitoring
  • Manage chat response history
  • Manage operator groups
  • Report function
  • AI/BOT links

Related Products/Solutions

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  • Contact center
    CRM system

  • This is a package software that provides a rich array of practical features as standard based on an extensive implementation history.
    This is a CRM system used by contact centers in all industry types and sizes.

    • See details

  • For all industry types
  • FAQ knowledge System

  • This is a FAQ system that is used by enterprises across all industries. This helps streamline customer service functions.

    • See details

Case Studies

Consulting

Please direct all inquiries on pricing and implementation,
and requests to send documentation to the following.

Smoothly respond to multiple inquiries at once!
Multi-person chat responses

User interface

The Chat window seen by the customer can also be seen on the operator’s screen, and is intuitive to control.

Respond to multiple chat messages at the same time

Chat threads are shown in parallel so that an operator can respond to multiple customers at once. You can also transfer to another agent (operator) while responding to an inquiry.

Improve the quality of inquiry responses!
Prohibited word settings/real-time monitoring

Set prohibited words

Restrict words and terms from being used in chat responses.

Real-time monitoring

Supervisors and administrators are capable of monitoring the chat responses of multiple operators in real-time, allowing for better quality responses by providing an accurate understanding of the situation at hand.

Implement a web chat that fits in with the design of your company’s home page!
Change designs

Change designs

Customer Chat window settings can be freely customized, including the color picker and CSS settings, making it possible to customize the Chat window to match the design of your home page.

Specify the location of the chat

Specify the size of the customer’s Chat window.

Visual data on customer feedback!
Report function

Prepare frequently used report definitions

Define cross-totaling for various items.
Use this to prepare frequently used report definitions to be used as an aid when preparing reports and analyzing data.

Show reports as graphs and tables

Display reports in graph or table format to prepare reports that are easy to read.
You can also download reports in CSV and XLSX format, and make changes to the default format.