Almost all Internet users exchange messages in one form or another. E-mail is widely used for correspondence and distribution of data: documents, photos or videos. Chats are no less in demand - everyone encounters this method of communication when visiting pages every day.
What is chat and how to use it?
Instant messaging systems
A type of chat client. To use, you must download and install a special messenger program on your computer or mobile device and register. All users can communicate with each other after adding a specific contact to the contact list.
The most famous instant messengers for PC:
- Skype;
- IRC;
- ICQ.
The most popular instant messaging systems
Systems oriented for mobile devices, but with the ability to install on a PC:
- WhatsApp;
- Telegram;
- Viber.
Messaging systems differ from regular chats in that they have expanded functionality: video calls, creating conferences, publishing multimedia (pictures, videos, music tracks) are possible.
On a note! Telegram supports the creation of channels - virtual platforms for publications addressed to all users. This ensures the anonymity of the sender.
Another important feature of instant messengers: to send messages you do not have to wait for the interlocutor - he may be offline, but he will still receive the message; this allows you to combine the functions of virtual chat and email in one service.
Raiffeisenbank case: how to teach a chatbot to solve customer issues :: RBC Pro
Ilya Shchirov, leading project manager of the department of remote work with clients of Raiffeisenbank, talks about how the credit institution is developing chats and why they are the future
In 2020, Raiffeisenbank clients began to visit branches 30% less often than a year earlier, preferring to resolve their issues through technological communication channels. For example, 80% of active clients use the mobile application, and the number of transactions in online and mobile banking has increased by 60%. Against this background, the popularity of a new channel - chats - is already growing rapidly. It is obvious that the transfer of employees to remote work due to coronavirus will strengthen this trend.
Chats are everywhere
Many people think that chats are about a mobile application or online banking. In fact, this is just the tip of the iceberg. Chat can be developed on a variety of platforms.
We launched the first chat on the site at the end of 2020. Later, chats appeared in the desktop version of Internet banking and Viber. Now there are 11 channels united by a common platform, each of which also brings material benefits. The main ones in terms of the volume of incoming requests are the following.
- Mobile app. Mobile first is about chats. This channel is primarily chosen by bank clients.
- Desktop version of the site and online banking. Despite the growth of the mobile channel, the share of online banking in the desktop version is still large.
- Social networks (VKontakte and). The bank's openness in communication is one of the main requirements of clients. Social networks are an excellent platform not only for attracting new clients, but also for solving problems of existing clients.
- Messengers (WhatsApp, Viber, Telegram). At first glance, their benefits may not be obvious. It seems that it is more convenient for customers to resolve all issues through the chat in the application. However, new clients do not have it. For them, messengers are the most convenient communication channel. At the first contact, we send the client a link to the official WhatsApp account via SMS. In 2019, more than 40 thousand clients used the service.
In addition to the listed channels, chats are available on the Yandex.Dialogs platform, in mobile and online banking for small businesses.
Why clients choose chats
In 2020, the number of client requests through chats more than quadrupled - from 38 thousand to 165 thousand, and the trend for client migration to them increased significantly in 2020. A year ago, only every 12th request to the contact center was received via chat, now - every third.
Customers like to communicate with their bank via chat, and there are at least three reasons for this.
- It is very comfortable. Chats are an asynchronous communication channel, which by definition is more convenient than synchronous communication: a call or consultation in a department. The client can communicate at a comfortable pace, take a break to think and be distracted by other matters. He can resolve issues while traveling on the subway, at a meeting, or in a noisy environment.
- Chat provides additional options. In it, the client can send files, multimedia: photos or scans of documents to the bank, saving time on dictation or simply simplifying explanations. In addition, the chatbot can instantly answer common questions.
- You can choose a convenient chat channel. Chats are available on the website, in the mobile application, in online banking, in social networks, in instant messengers.
How to use chat
Depending on the type of service, the sequence of actions may vary. In anonymous chats, just log in to the site and you can start communicating.
Anonymous chat
Let's look at an example - “Chat 30”.
Step 1. Go to the website and click “Enter Chat”.
We go to the site and click “Enter chat”
Step 2. In the left column you can see a list of users who are currently on the site. The name marked with a pencil symbol is our nickname. It can be changed by clicking on the icon.
Main chat window
Find ours marked with a pencil, click on it to change
Step 3. In the “Name in this room” field, enter your nickname and click “Done”. It is not necessary to indicate anything in the “Status” field, but it is possible to provide additional information about yourself - for example, “Looking for friends” or “Need a job.”
In the “Name in this room” field write your nickname, in the “Status” field any information you wish, click “Done”
Step 4. If you click on the gear icon in the upper right corner, the settings menu will open. By default, all messages that appear in the room are tracked.
Clicking on the gear icon in the upper right corner will open the settings menu
Marking suitable functions
Step 5. To send a message, write it in the lower field and send it by clicking the arrow on the right.
Write a message in the lower field and send by clicking the arrow on the right
Regular chat with registration
Here you can start communicating only after creating your personal account. One of the oldest working chat rooms on the Runet is “Vulcan”.
Step 1. Open the official page. You should click on the link “Do you want to register?”
On the official chat page, click on the link “Do you want to register?”
Step 2. Fill out the fields of the registration card. Click “Record”. The account has been created. To continue, leave the registration form (the “Close” button).
Fill in the fields of the registration card, click “Record”
Step 3. Messages can be written in the form below, then send messages by clicking on the “Everyone” or “Private” button.
We write the text of the message in the form below, then send it by clicking on the “Everyone” or “Private” button
Step 4. If you wish, you can provide more detailed information about yourself. This is useful if the purpose of communication is to find friends with similar interests, work or employees. Open the sheet by clicking on the “Registration/Settings” icon.
Click on the “Registration/Settings” icon
Step 5. Fill in additional items:
- publish the photo by clicking on the line “My Photo Album”;
Click on the line “My Photo Album”
- A new window will open, here you need to specify the path to the photo, a comment on the image, the degree of privacy (show to everyone, only friends or no one), additional options regarding commenting, voting, and so on;
Mark the appropriate option for the album, click “Select photo”
Open the folder with the photo, select the photo, click “Open”, then click the “Burn” button
- To publish a photo, click “Record”.
Step 6. If you need to provide personal information, click on the appropriate line.
A card will open to provide additional information:
- name;
- contact information (email, ICQ, VKontakte account number, personal website address);
- city names;
- In the field for additional data, you can indicate your interests, professional skills and other useful information, depending on your goals.
To save the data, you need to click on the “Save” button.
Fill in additional information and click “Record”
Reference! Registration in other chats is similar. Sometimes you need to link a mobile phone - for example, in the “Chat for Two” service.
Chat on Skype
Skype allows you not only to make voice and video calls, but also to exchange instant text messages. This function is convenient when it is not possible to call a person, but you need to quickly solve a problem or just chat.
Before you can create a conversation, you need to add a group:
- in the main program window, click on the “+” icon;
- Next, a window will appear where you need to add people from the contact list to the conversation, click “Add”;
- After this, users will be automatically added to the chat and the creation process will be completed. In the same way, you can create a private conversation between users. Just click on the “+” icon in the upper right corner of the screen. A window will appear for adding a new user, select a member and click “ Create group ”. After this, you can start communicating.
The meaning of the word on the Internet
Chat is a service for communication over the Internet, in which network users exchange instant SMS in real time. Typically, the term refers to an Internet resource with chat capabilities, a communication program, or, less commonly, the process of exchanging text messages itself.
A chat involves two or more people communicating with each other. Messages are usually short so that other members can respond quickly. It creates the feeling of a live conversation, which distinguishes chat from other forms of online communication (forums, email) that do not require an immediate response.
Definition
Chat translated from English means “chatter”.
As an Internet phenomenon, chat is a program for instant messaging with users who are also participating in the chat.
Chats are organized on Internet sites, social networks, and on some websites.
Sometimes the chat is presented as a separate window, which is located on any page of a website. In other cases, a specific section of the resource is reserved for chat.
The main difference between a chat and a forum is instant messaging. Although this is theoretically possible on the forum, the chat functionality for this is as thoughtful and convenient as possible.
The forum is intended, to a greater extent, for the public exchange of opinions.
Such software can not only be integrated into the site code, but also downloaded and installed on a computer. A typical example of such support is ICQ.
Also, correspondence in Skype has the same functionality.
How and when did such software appear? The first conversation in such a system took place in 1991, during the Iraq War.
Then messages from all countries participating in the dialogue were displayed simultaneously on the same space on the network.
<Fig. 1 Chat>
