Live Chat and Messaging Management

Meaningful digital connections that leave a lasting positive impression of your brand.

Powerful Live Digital Connections

Whether on your website mobile app or social media platform, the best customer experiences (CX) are delivered through meaningful connections that leave a lasting impression on behalf of your brand.

Sitel® Chat and Messaging Management delivers powerful proactive and reactive live digital conversations, bringing your brand and your customers closer together.

Live or Asynchronous Interactions

Manage single or multiple concurrent conversations with ease.

Powerful Digital Communications

Optimised for non-voice communications, supporting effective digital engagement.

Supports Operational Efficiency

Deflect call volume from voice-based channels. Realise benefits of lower cost geographies.

Measurable Results

Drive efficiency and customer satisfaction through digital connections.


Reduction in Processing Time


Reduction in Call Volume


More conversations Handled by Same Number of Agents


Customer Satisfaction

The Rise of Live Chat and Asynchronous Messaging

Today’s customers are connected like never before, communicating across multiple channels simultaneously as they engage with your brand. 81% of Americans own a smartphone and the average U.S. consumer spends 24 minutes each day on messaging apps. So, it should come as no surprise that chat is the third most preferred contact channel, after voice and email.

The growing consumer preference for chat and messaging demonstrates that brands must offer easy, seamless interactions in the channels consumers are already using if they want to stay connected to their customers. Consumers interact with colleagues on WhatsApp, arrange meet ups on Messenger and text to keep in touch with friends and family, and they want to connect with their preferred brands in these channels too.

Today, 71% of consumers expect brands to offer customer support over messaging channels. While over 55% of consumers use messaging channels for customer service or brand engagement. With 38% of consumers ready to pay more for a product or service if it means receiving a superior customer experience, and 73% prepared to sever ties with a brand after a single poor experience, the question is no longer should your brand offer chat and messaging support. The question is, can your brand afford not to?

Customer Care Guide

Create cost efficiencies and deliver
powerful digital brand connections with chat and messaging.

How Chat and Messaging Differ

Chat and messaging offer related but differentiated solutions which allow your customers to connect digitally with live agents. The main difference between live chat and messaging is that chat is embedded into your website or mobile app and it is a real-time conversation while messaging is an asynchronous conversation taking place over time.

In a chat conversation, the customer must be present throughout the interaction. Messaging, meanwhile, is often facilitated through social media channels such as WhatsApp, Facebook’s Messenger or Apple Business Chat and enables customers to reach out to your brand and carry on with their day, returning to the conversation when it’s convenient for them.

The Talent You Need to Succeed

Our unique Live Chat Digital Hiring Assessment uses a data-driven approach to effortlessly identify the agents with the core soft skills needed for chat and messaging success.

Agent training includes proficiency tests, identifying who needs support, who is ready to chat and who could be a mentor.

Best-in-Class Non-Voice Communication

Sitel Group connects brands with their customers across voice and non-voice channels, including 400+ million chat interactions every year. As a leading live chat and asynchronous messaging solutions provider, Sitel Group has the technology and support required to deliver best-in-class non-voice communication.

Sitel® Chat and Messaging Management Sell Sheet

Meaningful digital connections that leave a lasting positive impression of your brand.

Sitel Chat and Messaging Management integrates with products from across the EXP+™ platform, including Sitel® Digital Agent and Sitel® Omnichannel Engagement, to automate chat and SMS interactions, deflecting voice-based contacts.

Build Brand Loyalty Through Human Connection
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