REDUCING BUSINESS COSTS
using Live Chat for Employees and Customers
Reduce costs – moving from phone support to chat
Live chat is a platform that allows employees and customers to “talk” directly with support staff. Most often this connection is made from a web site or other messenger channels. Using typed dialog, customers and employees can communicate problems and agents can provide solutions.
Live chat brings significant benefits to your business when compared to email, phone support, instant messenger services and other communication platforms. With the right chat system, customers and employees can quickly and effectively find the right person to solve their problems. In addition, the right chat system will connect customers to automated chats (chatbots) to quickly and efficiently resolve issues no matter the time or day or night
Many companies traditionally use phone calls to provide support to their customers and employees. When a customer has a problem or question, they need to call, navigate the IVR (Interactive Voice Response) System menus and then wait for an agent to help them with their problem.
Often, the customer selects the wrong option and the agent needs to transfer the customer to another department or agent. The customer experience is painful. Disconnects, additional wait times and repeating problem and customer details create additional delays and frustrations.
The right chat platform will be many times more efficient than Voice Support.
First, a good chat platform will support chat groups to provide specialized support areas. These chat groups will have the skills and training to quickly and efficiently handle specific customer problems
(e.g. Billing question, order problems, etc.)
When the chat session is initiated, the customer is asked to select the type of support that is required (e.g. “order not received”).
This pre-chat survey qualifies the problem and routes the customer to the right support group. In addition, as part of the pre-chat survey additional customer information will be requested (e.g. “order number”).
These chat parameters are passed to the chat agent and allows efficient handling of issues without requiring the chat agent to request the details.
Second, an efficient chat platform will allow a chat agent to handle multiple chat sessions simultaneously. In many cases a chat agent can handle four customer sessions at one time. Multitasking should be fully supported by the system and switching between chat sessions for the agent needs to be quick and efficient
The right chat system will provide instant context to the session and provide cuing to simplify responses to the customer
With targeted chat groups, problem resolution will be more effective. Chat groups should be fully trained to handle their scope of issues. This will provide efficient handling of issues.
The chat platform should support chat transfers and group chat. When a problem requires additional handling by other groups, the chat session can be transferred, or other members of the chat team can join the session to provide additional support. When transferring a chat, the chat system should transfer all the context to the next session. This includes all customer details provided, chat history, etc. The customer or employee won’t need to repeat any details upon transfer.
Supervisor reports and review will allow the oversight required to ensure problems are being handled efficiently and effectively.
Automated post-support chat surveys should be enabled to receive direct feedback to problem resolution and customer
satisfaction. Intelligent surveys should detect dissatisfaction and directly engage customers to resolve any lingering issues.
Gateway to Automation
As problem resolution migrates for voice to chat, a new opportunity for automation is created: the automated chatbot.
A chatbot is a software program designed to interact with customer and help them resolve issues without human interaction. A quality chat platform will support the development and use of chatbots within the existing framework and will appear seamless to the customer or employee.
Using time and problem tracking reports, companies can identify common time-consuming tasks that are easily automated. An effective chatbot system will quickly and efficiently convert a human chat session to a fully automated bot and integrate that bot with the chat platform.
Driving customers and employees to fully automated solutions provides the ultimate cost-effect and efficient solution.
Minimal costs to operate these solutions which are available 24 hours a day, 365 days a year.
Reduce business costs
With new levels of efficiency, effectiveness and automation, business costs are driven down. Resources are allocated more effectively focusing on complex tasks and more productive activities.
See how StraViso and its full-featured chat platform can drive efficiency and effectiveness in your organization helping you reach your cost-savings goals.
Contact us today at firstname.lastname@example.org for more information and to schedule a time for a demonstration of our chat, notification and automation platforms.