Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


How To Get Published on

Upcoming Events

How To Get Published on






Here are some suggested Connections for you! - Log in to start networking.

Customers want Low-Friction Channels Like Automated Chat - Jacada - Blog

Customers want Low-Friction Channels Like Automated Chat

More and more customers are choosing to use low friction channels as their point of contact for customer service. Chat, which includes automated chatbots and interfaces to chat with live agents, is perhaps the most suitable of all such channels.

What is the one thing your customers want more than anything else when it comes to customer service?

They want to obtain a relevant, accurate and complete answer to whatever the question is that they have. They want to do it the first time they contact you. And, they want to get on with their lives.

Abandonment rates from customers who have a question that they are unable to have answered are high. It is also a fact that the vast majority of customers say that the most important aspect of good customer service is a company that values their time in the same manner that they do.

Understanding this, it’s no wonder that a growing number of customers are seeking to leverage self-service and agent-assisted digital communication channels for their customer service needs. These are the channels that offer the least amount of friction.

Perhaps the most notable of the low friction channels is that of chat which is rising in popularity all the time. In fact, according to the Dimension Data Global Contact Center Benchmarking Report 2016¹, Web chat experienced a year-over-year rise of 33.8%.

This is not all that surprising, since the same report points out that average wait time for a response to an e-mail contact is 299 minutes, while for social media it is 78 minutes. Web chat, in contrast, averages four minutes in comparison.

Why do customers like it?

The beauty of chat, as far as the customer is concerned, is that they are able to quickly get to their answer, without first having to navigate an arduous interactive voice response (IVR) menu.

Another key benefit is that it enables them to resolve their challenge in near-real time, which harks back to their desire to not waste their valuable time. Most people today are adept at communicating via text and short messages, which means that live chatting with a company is not all that different to texting with a friend.

People like to multi-task when they can, and chat provides them with just such an opportunity. Instead of feeling as if they are wasting time trying to resolve an issue, they can do other things while in the midst of such a chat.

Don’t forget your agents

Remember that while chat offers customers many advantages, all of these will be worth nothing if the agent handling the contact is unable to resolve their problem effectively and rapidly.

This means that your agents need to be well trained, and properly equipped to perform at their absolute best so that they can provide the client with the necessary clarity, ease, and simplicity that today’s consumers expect.

Also, ensure agents have a complete view of the customer. When they make contact with the client, they need to already have a complete, contextual understanding of the customer’s previous transactions, calls and issues, so that they are well-informed and ideally positioned to reliably solve the customer’s queries.

Focus on getting it right

For most contact centers, delivering the highest level of customer service requires that you properly manage your different channels. If you are going to add chat, whether it be automated or not, you will need to ensure that your agents are skilled in handling or assisting this particular channel. Of course, automated chatbots often require far fewer agent skills.

The trade-off

Ultimately, most contact centers will be unable to effectively offer every contact channel that customers’ demand, as this will dilute resources too much.

The best approach is to concentrate on just a few channels so that you can serve your customers at a high level. In the end, offering a channel like chat as your low friction channel, rather than as just one of several such options, will likely not have a major impact on your customers. They will naturally choose the available channel that they feel will be both easy and effective.

There is no doubt that chat is truly a win-win scenario. From the client side, it gives your customers exactly what they are demanding, namely lower-friction access to fast, personal service.

At the same time, it can be a goldmine for your organization, as it affords the opportunity to gather a host of digital insights that will allow you to craft a smoother customer service experience for both your agents and your clients. Done right, chat will deliver the kind of fast, easy-to-use and simple service that your customers will love.



Publish Date: November 2, 2017 5:00 AM

2021 Buyers Guide Knowledge Management


Combines knowledge management with call support as continue improvement.

eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.


FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
PH: 425-649-1246


Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!
PH: 833-427-7488


Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.


Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
PH: 18442077999


ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
PH: 1-888-827-3918


Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
PH: +441279 5555 80

View more from Jacada

Recent Blog Posts:
5 Ways Intelligent Automation optimizes customer AND agent experienceOctober 18, 2019 5:00 AM
What's a Multimodal Customer Experience?October 15, 2019 5:00 AM
Why Isn't Natural Language Understanding...Natural?August 29, 2019 5:00 AM
Interactive Video: The Rise of RPA Bots in Customer ServiceAugust 28, 2019 5:00 AM
Your Front is different than your BackJune 6, 2019 5:00 AM
Obstacles Contact Center Agents Come Across During InteractionsMay 23, 2019 5:00 AM
Smart Solutions Resolve Call Center Operational IssuesMay 21, 2019 5:00 AM
Companies Push for Digital to Enhance Customer JourneyMay 16, 2019 5:00 AM
Companies Use AI to Enhance Customer Service ExperienceMay 14, 2019 5:00 AM
Has Intelligent Assistance entered the trough of disillusionmentApril 11, 2018 5:00 AM

New 2021 Membership

About us - in 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =