Digital chat
89Verified suppliers
Built for
The challenge
Your organization faces increasing pressure to deliver instant, personalized support across multiple channels. Traditional phone support is expensive and frustrating for customers, leading to long wait times and high customer effort. Email lacks the immediacy required for urgent inquiries, creating a gap in service quality. Without digital chat, you risk losing customers to competitors who can provide faster, more convenient support. Implementing a digital chat solution can bridge this gap, improving customer satisfaction, reducing operational costs, and driving revenue growth.
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41%
of customers prefer live chat over any other channel
40%
live chat can increase conversion rates by
$2.70-5.60
average cost per customer service call
The solution
Digital chat addresses your unique challenges through modern solutions and key capabilities.
Omnichannel inbox
Aggregate messages from web, mobile, WhatsApp, and email into a single agent view, eliminating the need to switch between different channels.
Agentic AI resolution
Enable AI to perform actions like processing returns or updating CRM records, moving beyond simply providing information.
Sentiment analysis
Detect customer anger or frustration in real-time and automatically escalate the conversation to a human manager.
Seamless bot-to-human handoff
Pass the full conversation context to the human agent, ensuring the customer doesn't have to repeat themselves.
Proactive triggers
Message users before they ask for help, based on behavioral signals, such as time spent on a pricing page.
Conversation intelligence
Analyze conversations to extract product insights, trends, and coaching opportunities for agents.
See how digital chat suppliers stack up
Our Palomarr Insights chart shows the full landscape of digital chat solutions.
- See how companies stack up against each other
- Get a detailed breakdown of each supplier
- Compare 89 suppliers
How to evaluate digital chat
1
Total cost of ownership (TCO)
Consider not only the license fee but also the resolution cost, API token usage, and potential hidden costs.
2
Deployment & time-to-value
Determine if the vendor can demonstrate a crawl, walk, run implementation path that aligns with your organization's size and complexity.
3
Integration ecosystem
Ensure the chat solution integrates natively with your system of record (e.g., Salesforce, Shopify, Zendesk) to prevent data silos.
4
Vendor roadmap (agentic AI readiness)
Assess whether the vendor is investing in Agentic AI and has a clear roadmap for conversation orchestration.
Questions to ask suppliers
Use these questions during supplier evaluations to ensure you're choosing the right partner for your needs.
Digital chat RFP guide- How do you define and charge for a 'resolution' when using your AI agent?
- Can you demonstrate your RAG (Retrieval-Augmented Generation) process and how you prevent the AI from hallucinating answers not in our knowledge base?
- What is your 'Bot-to-Human' handover protocol, and does the agent receive the full AI conversation context and a suggested summary?
- Do you support persistent, asynchronous conversations across devices (e.g., starting on web, finishing on mobile), or is your architecture session-based?