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“Thank you Bidvest team for your great service throughout 2024.”
- MTN
“Working with the Bidvest team is a real pleasure. We've thoroughly enjoyed partnering with a local provider for our business' WhatsApp profile - invoicing is simple and our templates are loaded and approved speedily. Prepaid24 would highly recommend Bidvest. Such a seamless process from setup to production!”
- Prepaid24
“We're incredibly grateful to the Bidvest Data Team who go above and beyond to support us with vital customer communication. Their commitment and innovation has kept us at the forefront of electronic customer engagement.”
- Sanlam Retail Mass
“Dear Bidvest team, Just wanted to take the time to say a very special thank you to TEAM BIDVEST. Everyone at OUP thanks all the people involved over the last few weeks and trust me, everyone in our organization now knows how much we can depend on Bidvest and we're all truly grateful for your efforts. Your responsiveness to our changing needs and requests is truly appreciated”
- Oxford
Learn essential troubleshooting methods for live agent chat systems tailored for enterprise environments. Discover best practices, preventative maintenance tips, and performance metrics for optimal functionality.
Live agent chat systems are essential in today's enterprise communication landscape, allowing businesses to provide real-time support and engagement with their customers. However, like any technology, issues can arise. This guide offers an in-depth approach to troubleshooting live agent chat systems tailored for enterprise environments, helping IT decision-makers, compliance officers, and operational heads effectively address and resolve common problems.
Live chat systems are critical for enhancing customer experience, gaining operational efficiency, and driving sales. They allow agents to engage with multiple customers simultaneously, respond instantaneously, and resolve queries effectively. However, ensuring that these systems run smoothly is paramount for maintaining customer satisfaction and operational reliability.
Enterprises often face various challenges when managing their live agent chat systems. Some of the most common issues include:
To assist your enterprise in quickly identifying and resolving issues within your live agent chat system, follow this structured approach:
Start by gathering information about the issue. Engage with agents and analyze common complaints to pinpoint the problem accurately.
Utilize monitoring tools to assess the overall health of your chat system, looking for any reported downtime or performance lags.
Examine integrations with relevant systems to ensure proper data flow and functionality. Address any errors in API connections or data exchanges.
Run tests to verify internet connectivity and ensure that all necessary ports for chat services are open and functioning correctly.
Conduct a review of security settings to confirm compliance with POPIA and other regulations while ensuring that encryption is properly implemented.
If issues persist after thorough checking, contact your solution provider's technical support for advanced troubleshooting assistance.
To minimize the likelihood of future issues with your live agent chat system, implementing the following best practices is advisable:
Utilizing analytics tools integrated with your live chat system can provide crucial insights into performance. Key metrics to monitor include:
Effective troubleshooting and maintenance of live agent chat systems are pivotal for enhancing customer satisfaction and ensuring operational success. By implementing a structured troubleshooting process, adopting preventative maintenance, and leveraging performance analytics, enterprises can maintain a robust chat system that meets their operational needs.
Get started today and see immediate results
“Thank you Bidvest team for your great service throughout 2024.”
- MTN
“Working with the Bidvest team is a real pleasure. We've thoroughly enjoyed partnering with a local provider for our business' WhatsApp profile - invoicing is simple and our templates are loaded and approved speedily. Prepaid24 would highly recommend Bidvest. Such a seamless process from setup to production!”
- Prepaid24
“We're incredibly grateful to the Bidvest Data Team who go above and beyond to support us with vital customer communication. Their commitment and innovation has kept us at the forefront of electronic customer engagement.”
- Sanlam Retail Mass
“Dear Bidvest team, Just wanted to take the time to say a very special thank you to TEAM BIDVEST. Everyone at OUP thanks all the people involved over the last few weeks and trust me, everyone in our organization now knows how much we can depend on Bidvest and we're all truly grateful for your efforts. Your responsiveness to our changing needs and requests is truly appreciated”
- Oxford
Get answers to common questions about Live Agent Chat Support
BidChatR supports WhatsApp for business, website ChatBox, and Rich Content Business Messaging, providing an omnichannel view for agents. It queues incoming support requests per channel and notifies agents via email, SMS, or WhatsApp. The platform allows for pictures, emojis, documents, and images to be shared between users and agents. It supports chat handovers, chat notes, priority settings, and chat closure, handing users back to chatbots with options for user ratings. BidChatR integrates with JIRA for direct technical assistance.
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