Prechat

Prechat refers to a period of communication that occurs before a formal or scheduled interaction, most commonly a customer service chat session. This phase often involves gathering initial information from the user or providing them with relevant details before a live agent becomes available. The primary goal of prechat is to streamline the support process, improve efficiency, and enhance the customer experience.

During the prechat phase, a customer might be presented with a form or a series of questions to fill out. These questions typically ask for details such as their name, email address, account number, the nature of their inquiry, or the specific product or service they need assistance with. In some cases, prechat may also include a knowledge base or FAQ section where users can find answers to common questions independently, potentially resolving their issue without needing to connect with an agent.

The information collected during prechat is usually passed on to the customer service agent when the chat begins. This allows the agent to have context about the customer's needs immediately, reducing the need for repetitive questions and shortening the overall interaction time. Prechat forms can also be used to route the customer to the most appropriate department or agent based on their stated issue, further optimizing the support workflow. This proactive approach aims to ensure a smoother and more effective support experience for both the customer and the service provider.