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How to make the most out of the chat channel - - Blog

How to make the most out of the chat channel

In this omnichannel era of Customer Service, the chat channel has become one of the key ways a customer has to get in contact with the company. It is very easy for the customer to have doubts when looking at the webpage and it is extremely handy to have a chat widget there for when that happens. Although giving it the simplest of uses can make it a very reliable channel, there is a lot more to it that could benefit the company, the client and the Customer Service team:


The benefits of’s chat widget

As it was mentioned before, having the chat widget in the web page can be very beneficial for the company since the customer has an easier way to ask for help and that can lead to securing a purchase. The only thing is, is that if the widget is there, the customer will be expecting an immediate response and depending on the time, there might not be any agents online. In we offer the possibility of having the widget offline to manage expectations and let the customer know that he will not receive immediate response, although he can still send a message and be answered by email as soon as possible. Not only that, Zent-io provides the opportunity of creating a widget with any event on the page. For example if a company wants a pop up window to appear every time a client spends more than thirty seconds on a page, with our chat widget that’s possible.

The trick to being consistent

If a client access’ the webpage and sees that there is a certain feel and tone to it, he will be thrown off if the messages in the chat sound completely different. If the webpage is very lighthearted and casual, and the agents use emojis in their messages it won’t be as striking as if they use emojis in a serious and sober webpage. The agents have to be very clear about what is the personality of the company and adapt their speech to what represents the brand. Although it has to be said, it’s required that even if it’s a cold webpage, the agents should be engaging and friendly (but not overbearing).

You need to set clear goals

The supervisor usually sets the goals and the agents have to achieve the minimum required by the supervisors or they will be below the appropriate service level. These goals have to be clear and known to be able to get to them through the chat channel. Achieving these goals will mean faster ticket solving and less abandonment from the customers which is what really interests a company.

Set your timetables right

It’s no use having agents work around the clock if at the precise time when you are getting more visits on the web page there is nobody online. You need to measure those visits with precision and decide what number of agents work at what times. Also you should take into account divisions by departments depending on the issue that needs to be discussed.

Customization is key

Your chat widget should be an extension of your web page in the sense that it should feel part of it. You need to give it that personal touch that your brand owns. Also you can vary it depending on the date or the occasions, for example you could set up a Halloween themed widget for October because you have October Sales on your products.


Publish Date: October 22, 2017 5:00 AM

2021 Buyers Guide Call Routing Optimization

Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

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