{"id":66437,"date":"2025-01-08T12:51:26","date_gmt":"2025-01-08T12:51:26","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=66437"},"modified":"2025-01-13T17:09:58","modified_gmt":"2025-01-13T17:09:58","slug":"microsoft-teams-introduces-a-live-chat-widget-for-customer-service","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/microsoft-teams-introduces-a-live-chat-widget-for-customer-service\/","title":{"rendered":"Microsoft Teams Introduces a Live Chat Widget for Customer Service"},"content":{"rendered":"

Microsoft Teams has developed a live chat widget that\u2019s coming to all Microsoft 365 Business plans.<\/p>\n

The feature offers small businesses a way to engage with customers on their websites directly from Teams.<\/p>\n

These businesses may configure the widget through the Microsoft Teams Admin App, which is available in the Teams App Store.<\/p>\n

As they do so, Microsoft promises an “out-of-the-box” implementation experience.<\/p>\n

Alongside baseline communications, the widget will enable users to collect visitor contact information, assign cases, and close conversations from Teams Chat.<\/p>\n

Meanwhile, employees may post customer requests and associated transcripts in the Teams channel for real-time support and escalations.<\/p>\n

Additionally, managers can dashboard all customer queries across a given timeframe, as evidenced in the screenshot below.<\/p>\n

\"Microsoft<\/p>\n

As suggested, the widget will be available in all Microsoft Business Plans, including the Business Basic, Standard, and Premium offerings.<\/p>\n

However, businesses on Enterprise plans won\u2019t be able to access the tool, as Microsoft stresses that the solution aims to support SMBs in boosting their customer service.<\/p>\n

The rollout will start in mid-January in the US and expand globally in March 2025.<\/p>\n

The Latest Move to Build a Lite Contact Center on Teams<\/h2>\n

Microsoft offers a standalone CCaaS platform for enterprises: the Dynamics 365 Contact Center.<\/p>\n

Yet, SMBs don\u2019t need all the bells and whistles of a CCaaS platform.<\/p>\n

Recognizing this, Microsoft launched its Queues Apps for Teams last year<\/a>. Available at $10 per user per month, this add-on allows customer service teams to manage, monitor, and handle inbound and outbound customer interactions from the UCaaS platform.<\/p>\n

Now, with Microsoft throwing live chat into the mix, Teams looks increasingly like a Contact Center Lite for SMBs.<\/p>\n

While its chief UCaaS rivals \u2013 including Cisco, RingCentral, and Zoom \u2013 have built adjacent CCaaS platforms for midmarket and larger companies, Microsoft can target smaller brands that typically rely on bolt-ons for customer service.<\/p>\n

Many of these brands won\u2019t have a formal customer service department. Instead, everyone chips in.<\/p>\n

For such businesses, a Teams Lite Contact Center may be ideal as employees can communicate with customers from the first app they open up every morning.<\/p>\n

Moreover, the familiar UI will significantly lower training requirements.<\/p>\n

Elsewhere\u2026 Microsoft Introduces SMS Message for Teams<\/h2>\n

Alongside live chat, Microsoft will soon make another channel available on Teams: SMS.<\/p>\n

In doing so, the tech giant will allow users to send and receive SMS messages natively in their Teams client \u2013 with texts appearing on the Teams app, no matter the operating system.<\/p>\n

The capability will come to all Microsoft Teams Phone for Calling Plan users in the US and Canada. Its launch is slated for the end of Feb 2025.<\/p>\n

There\u2019s currently no date touted for a global rollout of SMS across Teams Phone.<\/p>\n

Zach Bennett, a Microsoft Teams MVP & Principal Architect at Loop<\/strong>, shared the news on LinkedIn<\/a>. In doing so, he wrote:<\/p>\n

Although I think this is a valuable addition for US- & Canada-based customers, are we still seeing a demand for SMS-based communication?<\/p><\/blockquote>\n

“For someone in the UK with an iPhone and WhatsApp, I can\u2019t remember the last time I sent an SMS to someone, especially not for business purposes.”<\/p>\n

However, some niche businesses may ask for it, alongside others moving from competitive UC platforms that offer the capability.<\/p>\n

Additionally, this could help lay the foundation for an SMS channel if Microsoft ever formalizes a contact center lite offering within Teams.<\/p>\n

Eager to make sense of Microsoft\u2019s contact center portfolio?<\/em><\/strong> If so, check out CX Today\u2019s article: Microsoft\u2019s Big Contact Center Push? 2025 Seems Set to Be the Year<\/a><\/em><\/p>\n

 <\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

Microsoft Teams has developed a live chat widget that\u2019s coming to all Microsoft 365 Business plans. The feature offers small businesses a way to engage with customers on their websites directly from Teams. These businesses may configure the widget through the Microsoft Teams Admin App, which is available in the Teams App Store. As they […]<\/p>\n","protected":false},"author":4063,"featured_media":66440,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[11850],"class_list":["post-66437","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center","tag-ccaas","tag-microsoft-teams","tag-omni-channel","tag-ucaas","brands_to_track-microsoft","editorial_type-news","intent-loyalty"],"acf":[],"yoast_head":"\nMicrosoft Teams Introduces a Live Chat Widget for Customer Service - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers Contact Center & Omnichannel\u200b news including CCaaS, Microsoft Teams, Omni-channel, UCaaS and more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cxtoday.com\/contact-center\/microsoft-teams-introduces-a-live-chat-widget-for-customer-service\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Microsoft Teams Introduces a Live Chat Widget for Customer Service\" \/>\n<meta property=\"og:description\" content=\"CX Today covers Contact Center & Omnichannel\u200b news including CCaaS, Microsoft Teams, Omni-channel, UCaaS and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cxtoday.com\/contact-center\/microsoft-teams-introduces-a-live-chat-widget-for-customer-service\/\" \/>\n<meta property=\"og:site_name\" content=\"CX Today\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/CXTodayNews\/\" \/>\n<meta property=\"article:published_time\" content=\"2025-01-08T12:51:26+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-01-13T17:09:58+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/01\/microsoft-teams-live-chat-widget-850.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"850\" \/>\n\t<meta property=\"og:image:height\" content=\"425\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Charlie Mitchell\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:site\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Charlie Mitchell\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/microsoft-teams-introduces-a-live-chat-widget-for-customer-service\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/microsoft-teams-introduces-a-live-chat-widget-for-customer-service\/\"},\"author\":{\"name\":\"Charlie Mitchell\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/4deb7a9ecd0b93d7461a492a1b54b8b9\"},\"headline\":\"Microsoft Teams Introduces a Live Chat Widget for Customer Service\",\"datePublished\":\"2025-01-08T12:51:26+00:00\",\"dateModified\":\"2025-01-13T17:09:58+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/microsoft-teams-introduces-a-live-chat-widget-for-customer-service\/\"},\"wordCount\":606,\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/microsoft-teams-introduces-a-live-chat-widget-for-customer-service\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/01\/microsoft-teams-live-chat-widget-850.jpg\",\"keywords\":[\"CCaaS\",\"Microsoft Teams\",\"Omni-channel\",\"UCaaS\"],\"articleSection\":[\"Contact Center & Omnichannel\u200b\"],\"inLanguage\":\"en-GB\",\"copyrightYear\":\"2025\",\"copyrightHolder\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"}},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/microsoft-teams-introduces-a-live-chat-widget-for-customer-service\/\",\"url\":\"https:\/\/www.cxtoday.com\/contact-center\/microsoft-teams-introduces-a-live-chat-widget-for-customer-service\/\",\"name\":\"Microsoft Teams Introduces a Live Chat Widget for Customer Service - 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