Customer support live chat for small teams
Give your team one place to answer customers, pass chats between them and see what is still open, without paying per agent.
What makes support hard to keep on top of
Most small teams do not lack goodwill. They lack a shared view of who is dealing with what.
- Customers ask the same few questions, and each answer is typed out again from scratch.
- A customer has to repeat themselves when a chat moves to someone else.
- Questions that arrive when nobody is around simply vanish.
- Nobody can tell whether customers were actually happy with the help they got.
How Orbis Chat supports your support team
Everything here is on the free plan, however many agents you have.
Shortcuts
Type a forward slash to drop in a saved reply, then tweak it for the person you are helping. Read how to write good shortcuts.
Chat transfer and whisper notes
Pass a chat to a colleague with a private note, so the customer does not need to start again.
Tickets from offline messages
When you are away, the offline form creates a ticket, so the question is there when you return.
CSAT and email transcripts
Customers can rate a chat and get a transcript by email. Ratings feed into your reports.
Tags and reports
Tag chats by topic, then see chat volume, first response time, CSAT and per-agent figures.
Worked example: a damaged delivery
A customer of a fictional shop gets in touch from their phone about a cracked jar.
The chat is tagged automatically
A rule spots the word "damaged" and adds a tag, so these chats are easy to count later.
The agent uses a shortcut
Typing /return inserts the standard request for a photo and order number.
The customer sends a photo
File sharing means the photo arrives in the chat rather than in a separate email.
The chat is closed and rated
The agent confirms the replacement and closes the chat. The customer leaves a rating.
This is an illustration of how the features fit together, not a real customer story.
Frequently asked questions
How many agents can I have?
As many as you need. Unlimited agents and unlimited chats are included on the free plan.
Can customers email us into the same inbox?
No. Orbis Chat does not have a shared email inbox. Email is used for outbound notifications and transcripts. Customers can reach you through the widget, a chat page and any messaging channels you connect.
Can agents work from home?
Yes. Agents use an installable web app in their browser, with browser notifications and sound. There are no native iOS, Android or desktop apps.
