File sharing via live chat: a feature dive

During a live chat session, it’s often important to share files with useful contextual information and support. Maybe the customer doesn’t have the latest user manual. Maybe they need to send you something to clarify their problem. Or maybe you need to see their documentation.

Disrupting the chat session to launch a separate email thread isn’t convenient. You certainly don’t want to wait back and forth on post or fax. So, that’s why WhosOn comes with a handy file sharing feature, right within the chat window.

But how does file sharing via live chat work, exactly? We dive deeper into the core questions surrounding file sharing via live chat software.


What does live chat file sharing allow?

WhosOn’s file sharing feature allows agents and customers to exchange files quickly and easily via their live chat session. WhosOn can transmit multiple file formats at sizes of up to 10MB.

With this feature, agents can upload and send files to customers, or allow customers to upload and send files to them. All of this happens directly inside the chat window. So, this means zero disruption. Neither the customer or the agent is forced to navigate away from the conversation and towards another channel, just to share needed information.

This makes for a markedly smoother support experience. Agents can share help files, explain key points, and verify information, all in real-time and all within a single chat session.


Who can use live chat file sharing?

Both agents and customers can make use of live chat file sharing. If, that is, they have permissions enabled.

WhosOn is configurable to a granular level, so you can set permissions and access rights on a per-agent basis. You might only want certain teams or certain users to have file-sharing ability. (Perhaps you don’t want trainees or temporary staff to have full features access, for example.)

So, supervisors or admins can set which agents have live chat file sharing enabled. These agents can then choose to upload and share a file at any point during a live chat session.

You can also fine-tune how file-sharing works for customers. Most commonly, customers can only send a file once the chat agent requests it. This helps to guard against unsolicited files being sent during support sessions. However, if preferred, you can also enable an instant upload option, without permission from the agent.

Once a file has been shared to the chat session, it appears as a link within the conversation. Then, both the agent and the customer can access it at any time.


Why is live chat file sharing beneficial?

Some customer support sessions are trickier than others. Others require file exchange as a core component.  Think product documentation, brochureware, billing information, application forms, contracts, screenshots… there’s a long list of items you may need to send in a live chat session.

Without live chat file sharing, customers would be forced to launch a separate app to send and receive helpful information from your support team. So, they take their attention away from the chat and start a messier (and more frustrating) cross-channel journey. In the process, they’re directed away from your website and the conversation at hand, and their attention may waver.

With live chat file sharing, however, this is no longer an issue. You can share files smoothly and seamlessly, without ever leaving the chat. Customers stay immersed in your brand, and agents can explain or authenticate information quickly and conveniently.


How to share files with WhosOn

File sharing via live chat is as simple as one, two, three with WhosOn.

To send files, agents click the ‘send file’ button inside the chat window. They then choose the file they wish to share, and the file will appear as a link in the chat session.

To receive files, the process is similar. Agents click the ‘request file’ button, and then the customer can upload their file into the chat session. (Unless you’ve enabled the less common instant upload option we mentioned earlier. In this case, the customer can transfer a file from the off.) It’s also worth noting that the WhosOn server keeps a copy of files transferred. So, if you commonly need to send the same documents, they can be easily selected in future chat sessions – without constant re-uploading.


Give it a try

WhosOn file sharing is just another useful feature that supports your live chat customer service. Why not see what else WhosOn has to offer, with a 30-day free trial?


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