Web Chat 2017-09-18T13:13:14+00:00

Web Chat Features

  • Proactive triggers to offer chat as and when most needed.

  • Live key press to enable operators to respond instantly.

  • Only offers itself when operators are available.

  • Uses integrated knowledge-base to aid accurate responses.

  • Dedicated specialism to ensure Agents get the correct chats.

  • Teams based transfer options.

  • Detailed analytics for management of operators.

  • Send forms and process to customers to use post chat.

  • Chat transcript emailed to customer.

  • Dynamic end of chat survey to determine CSAT.

Benefits

  • Yields 95%+ customer satisfaction rating.

  • Efficient use due to strategic placement within FAQ system.

  • 15% of customers would not use any other contact channel.

  • Compared to email, chat resolves 8 times more enquiries.

  • Up to three simultaneous chats means a more efficient contact centre.

  • Ideal for hearing impaired customers

  • Knowledge-base makes our chat five times faster than other vendors.

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