Live Chat

With Live Chat you get fast, human support inside your portal with clean handoffs and clear outcomes. Read More
Live Chat

Live Chat in ServiceNow. Real Help When People Need It

With Live Chat you get fast, human support inside your portal with clean handoffs and clear outcomes.

Why Live Chat matters

Some tasks need a person. Live Chat brings agents into the moment so users do not drop the task. We design the pre‑chat questions, auto‑responses and routing so conversations start with context.

Virtual Agent can triage. Agents see the page, the request and the history. We measure response time, first contact resolution and CSAT so quality stays high without wasting effort.

Make Live Chat Work Smarter

Give users fast answers and agents the right tools. See how ServiceNow Live Chat helps people resolve issues in real time, with less waiting and fewer repeats.

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What We Do

We configure Live Chat with clear entry points, branded widgets and fair queues. Pre‑chat captures only what is needed. Users can switch to email or case if they prefer.

Agents receive context and shortcuts to knowledge. Transcripts, tags and outcomes are saved so reporting stays honest

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How We Implement Live Chat

Smooth, efficient, and ready for real-world support.

  • Identify key entry points where chat helps most
  • Build chat flows for instant answers or quick handoff
  • Set up smart routing to connect users to the right agents
  • Brand chat to match your portal and tone
  • Monitor quality and tune sessions with real feedback
  • Use dashboards to track volume, response times, and CSAT
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Download the UX-First Brochure

If your portal looks fine but adoption is low, this is for you. Grab the brochure and get a simple path to fewer tickets, happier users, and an ROI you can be proud of.

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Who Benefits?

Live Chat gives a lift to any team supporting users in the moment, HR, IT, facilities, and customer service. Agents resolve questions faster and users get real-time help, right where they need it.

IT

Support device, access and incident queries. Share fixes and close the loop.

HR

Handle onboarding questions, policy queries and life events with empathy.

Finance

Clarify approvals, expenses and evidence rules. Reduce back and forth.

GBS

Run multi‑region queues with fair routing and local hours.

Why You Need Live Chat

Live Chat reduces effort when self‑service is not enough. Clear entry points, smart triage and honest status turn frustration into resolution.

Used well, it raises CSAT, protects agent time and keeps cases moving. We keep it helpful through plain copy, careful routing and open measures.

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Results To Expect

With Live Chat, users see shorter wait times, higher first-contact resolution, and happier users. Live Fewer duplicate tickets, better data, and a more personal service experience for everyone.

Shorter Wait Times

Users get help faster thanks to clear entry points and smart routing.

Higher First Contact Resolution

More issues are solved in one session, no endless back-and-forth.

Fewer Duplicate Tickets

Users get answers right away, so repeated requests disappear.

Agents Work Smarter

Shared context means agents spend less time chasing information.

Frequently Asked Questions

  • Do we need more agents?

    Not always. Better routing and clear hours protect capacity.

  • Can we start small?

    Yes. Begin with one queue and expand with data.

  • Does it work with Virtual Agent?

    Yes. We set fair handoff rules both ways.

  • How do we measure quality?

    Response time, handle time, first contact resolution and CSAT.

Contact Us

Submit the form most relevant to your enquiry or simply email hello@monochrome.co.uk