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


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

Aris Paolo Roberto
Business Development Manager
Nikola Cocovic
Head of Partnerships
Mohammed Albadrani
Security System Coordinator
Heriadhi Waskitho
Quality Auditor
Bryan Anggraita
Head of Customer Operations and Branch Mgt

Article : Make Web Chat Work For Your Contact Centre

#contactcenterworld, @puzzelsolutions

Thomas Rødseth, VP of Product and Marketing at Puzzel (formerly Intelecom), lists 10 simple strategies to ensure Web Chat works for an organisation.

The Web Chat promise delivers in so many ways. It guarantees a seamless digital experience, offering near real-time communication in a highly personalised way. It may come as no surprise therefore that web chat is one of the most popular channels for customer interaction used by 39 percent of UK customer service organisations.

Here are 10 simple strategies for implementing web chat and delivering the web chat promise.

  1. Prioritise pages and make web buttons highly visible – recognise that not all web chat conversations are equal. A password refresh is not as critical as someone asking a last-minute question about your product at the online checkout! Provide priority routing for customers arriving from key pages and make web chat buttons highly visible on these pages.

  1. Limit the use of proactive chat – if a customer has been hovering around a checkout or FAQ page for longer than the average browse time, use a proactive chat option where a web chat screen appears in front of the customer but don’t over-use. This will just drive potential customers and sales – away!

  1. Use intelligent routing to boost customer experience – make sure the customer’s routing experience is as smooth and painless as possible. Don’t ask for too many details upfront – a name and email address will suffice. Rely on the latest WebRTC softphone technologies to capture additional information about a customer’s browsing journey or account history and pass this through to the web chat agent. Consider passing customers to a specialist or give priority to customers visiting a certain page to ensure a swift and successful interaction and don’t forget to offer self-help options.

  1. Keep customers informed at all times – communicate, communicate and communicate. Provide a position-in-queue announcement or an estimated time-to-answer and show activity indicators such as ‘agent typing’ so that the customer can see progress and knows they are receiving your full attention.

  1. Use web chat to extend opening hours – in today’s digital world where consumers expect round-the-clock access to your virtual shop window, use an outsourcer or company-employed home workers to deliver web chat services when your main contact centre is closed.

  1. Optimise services for mobile users – when so many customers consume products, services as well as information on the move, this element is absolutely critical or they are likely to go elsewhere. Optimise the web chat user experience for mobile devices by keeping the account verification process simple, text responses short and file attachments small. Consider integrating web chat support into mobile applications for regular users.

  1. Incorporate a post contact survey button – use customer feedback to improve your web chat service and boost your own social media presence by posting positive ‘Voice of the Customer’ feedback from customers online whilst encouraging them to share their experiences on Twitter, Facebook, Instagram and LinkedIn.

  1. Offer chat transcripts to customers – provide transparency and boost customer confidence by offering customers access to full chat transcripts upon completion of interactions.

  1. Consider a Chatbot – tap into the latest craze in automated web communication – chatbots or computer programmes that mimic human conversations using artificial intelligence. Bots can answer questions and proactively send messages, bringing a whole new dimension to the web chat experience.

  1. Combine customer feedback with website analysis – last but not least, look at your service and sales or marketing operation as a whole by combining web chat analytics with CRM information and visitor statistics to assess who is visiting your site, where they come from, what search engine keywords are used, their navigation history and any issues they encountered along the way.

It’s time to make web chat an intrinsic part of your organisation’s multi-channel value proposition. Follow this ten-point plan and combine it with cleverly integrated CRM analytics and the latest cloud-based contact centre technology to monitor the customer journey, enhance your customer engagement programme and ultimately boost brand loyalty and sales.

#contactcenterworld, @puzzelsolutions

About Thomas Rødseth:
Thomas has worked in the telco sector in Europe for over 20 years, including companies such as O2 and Telenor. He has a background in managing large contact centres, employing more than 1,000 agents, giving him first-hand experience of trying to achieve operational efficiencies whilst delivering a great customer experience.

About Puzzel:
Company LogoPuzzel (formerly Intelecom) builds on 20 years’ heritage. It was one of the first pioneers to develop a cloud-based contact centre. Puzzel also encompasses leading mobile messaging and mobile payments to deliver a flexible and customisable customer interaction platform to meet the needs of today’s omni-channel and mobile environments. Headquartered in Oslo, Norway, Puzzel employs over 130 people who are all passionate about delivering innovative customer interaction solutions for contact centres and mobile environments.
  Company Blog   Company Twitter   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Can You measure It?!

Read today's tip or listen to it on podcast.

Published: Wednesday, May 17, 2017

Printer Friendly Version Printer friendly version

2024 Buyers Guide Surveys


Pointel Survey360 is a closed-loop feedback solution designed for business users to create and manage surveys. It is equipped with the ability to capture and analyze data in real-time.

Survey360 provides a competitive edge that improves our customers' business strategy with actionable intelligence. In addition to the details in the surveys themselves, Survey360 enables users to generate interactive reports on demand even without the hassle of coding to interpret their customers' feedback and translate survey results into improvement recommendations.




About us - in 60 seconds!

Submit Event

Upcoming Events

The 19th Asia Pacific Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
The 19th World Final Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =