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live chat (live support) From
whatis .com
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Live
chat (live support) is technology that provides companies with a
way to interact with users when they visit an organization's media
properties. Visitors can initiate a chat session by simply typing a message
in the chat window. Behind the scenes, live chat may be staffed by
representatives of the organization or by chatbot software that uses robotic
process automation (RPA) technology to automate answers to a pre-selected
number of common visitor queries.
Live chat is typically implemented through
code that is inserted on selected pages of a website and organizations can
decide which pages to make live chat available. If the vendor's live chat is
integrated with the organization's customer relationship management (CRM)
systems, the live representative can look up user details and to save the
transcript to the customer's customer experience (CX) record.
Live chat
is used by sales, marketing and customer support staff to answer questions
from customer and prospects. On the consumer side, live chat is used by
visitors to seek assistance during their website sessions. Live chat can be
provided through in-house commercial software products or application program
interface calls (APIs) to a third-party software as a service (SaaS)
provider.
Some live chat software uses artificial
intelligence (AI) to automate interactions between a user and the brand.
Often referred to as smart chatbots, this type of AI software uses natural
language processing (NLP) to understand users' requests and respond
accordingly. When users can't tell that there isn't a human being on the
other end, the chatbot support can be said to have passed the Turing Test.
Benefits
of live chatLive chat can be used as both a customer service and marketing channel for organizations. The chats look similar to instant messaging conversations. The text-based messages are transmitted back and forth in a chat window, usually without images, audio or video. An example of the customer service use case is an airline website -- on the flight status page, a customer could chat with an airline representative to ask for further details about a flight delay. Live chat can also be used by marketers to qualify prospects or move users along the sales funnel. For example, a hardware manufacturer could use live chat on a product pricing page to invite visitors to ask product-related questions, or a hotel website could use live chat to help users book a room. For many users, live chat is considered a more efficient and expedient customer service channel compared to a phone call. Users don't have to navigate through phone menus or be placed on hold. Instead, they can exchange short messages with a company representative. Users can visit other web pages or check email as they await answers or resolution from the representative. From the perspective of the live chat provider, live chat can provide a form of customer support that costs less than phone-based support. In addition, live chat can enable sales and marketing personnel to engage with prospects and move them closer to a purchasing decision. |
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Richard
Nordquist is a freelance writer and former professor of English and Rhetoric
who wrote college-level Grammar and Composition textbooks.
Updated August
31, 2018
In English
grammar, a root is a word or portion of a word from which other words
grow, usually through the addition of prefixes and suffixes. By learning root words, you can decipher
unfamiliar words, expand your vocabulary, and become a better English
speaker.
The Roots of Words
Most words in
the English language are based on words from ancient Greek and Latin. The root
of the word "vocabulary," for example, is voc, a Latin root
meaning "word" or "name." This root also appears in
such words as "advocacy," "convocation,"
"evocative," "vocal," and "vowel." By dissecting
words such as these, etymologists can study how a word has evolved over time
and tell us about the cultures they came from.
Root words are
also useful for creating new words, especially in technology and medicine,
where new innovations occur frequently. Think of the Greek root word tele,
which means "far," and inventions that traverse long distances, such
as the telegraph, telephone, and television. The word "technology"
itself is a combination of two other Greek root words, techne, meaning
"skill" or "art," and logos, or "study."
Greek Root Words
The table below
defines and illustrates 25 of the most common Greek roots.
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