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Article : Six Practical Steps To Make Web Chat Work For You

#contactcenterworld, @puzzelsolutions

Thomas Rødseth at Intelecom, shares his top tips for making web chat work and what you need to consider before taking the plunge in the following article.


Web chat certainly has many benefits – it delivers a modern, near real-time response to today’s digital consumer. It is cheaper than a traditional telephone call and has been proven to enhance online shopping experiences and increase customer loyalty. No surprise, therefore, that 16% of UK contact centre managers have web chat as a top 3 investment priority, with 52% of managers actively looking for a web chat solution.


Is it right for you?

But web chat is not for everyone. How can you tell if it is right for you? All contact centre managers should step back and ask themselves the following three questions:

  1. Why are customers contacting us?
    Is it a ‘negative’ contact? For example, a customer reporting a missing delivery or a broken product. Or is it a ‘positive’ contact such as customer calling to upgrade or purchase a complementary product?

  2. Is web chat the right tool for our products and services?
    The aim of good customer engagement is to provide customers with the answers they are looking for as quickly and efficiently as possible – regardless of the channel used. Would adding chat buttons on websites, newsletters or social media be more or less effective than including additional phone numbers or links to further information?

  3. Do we have the manpower?
    Be practical. Do you have enough resources to meet the demand for web chat? Forecast how many agents are required to handle expected future contact volumes at various times. It’s a very similar exercise to scheduling resources for telephone contact but expect a few stark differences. The average handle time for a web chat can be very different from a phone call. Also, while a call handler can only deal with one call at a time, a web chat agent can deal with multiple interactions, anything up to 8 at any given time.

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Six Top tips for getting started

Once you’ve decided that web chat is the way to go, it’s time to get organised internally. Here are a few tips to get you started:

  • Trial services before go live - test out your chat service and experience how it works, making sure agents truly understand the steps customers must go through to resolve particular queries. Start small. Begin with just a few simple services before bringing on board the more sophisticated ones to boost both agent and customer confidence.

  • Select web chat agents carefully - don’t assume your best telephone agents will make good web chat agents. Excellent writing skills and an ability to communicate clearly and concisely are essential requirements for a web chat agent. Consider hiring people with sales experience if web chat is intended to help with checkout conversion. Technical role? Check out their ability to grasp technical information quickly. A multi-lingual contact centre? Check out written language skills.

  • Up-skill appropriately – once you’ve chosen the raw talent, train staff properly. In addition to the usual product knowledge and general customer service skills, make sure agents have the ability to put themselves in the customer’s shoes during a web chat, identify what a successful customer outcome may look like, avoid jargon and communicate the corporate brand.

  • Consider security – wherever possible, keep sensitive customer data out of web chats. Keep agents up-to-date about network security, how passwords should be used and how private details should be stored.

  • Measure success from different angles – track your progress and measure your success including joint reporting comparing chat and other channels such as voice. Use a comprehensive range of key performance indicators (KPIs) – from wait time, to quality scoring, customer satisfaction scores, conversion rates, first contact resolutions, customer effort or ‘Voice of the Customer’ scores. View web chat results in conjunction with results from web analytics to evaluate how effective the medium is in improving the performance of e-commerce and other websites.

  • Use the right technology – the latest cloud contact centre solutions deliver all the usual benefits of a cloud-based system with the added bonus of structured Chat messages and WebRTC softphone capabilities to improve real-time interactions in the contact centre. Why not consider introducing a truly blended multi-channel environment whereby web chat facilities are only available to customers during peak periods to balance overall workload? Using ‘dynamic availability’ techniques, managers can move live agents between calls, chats and emails to save time and deliver consistent service levels.

Applying a logical, systematic approach is essential to establishing the true need and practicalities of introducing web chat into your organisation. Follow these six simple steps and you will be rewarded with a more efficient and effective contact centre full of highly productive staff and your business will thank you for increased sales and loyal customers.

#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.
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Today's Tip of the Day - Crazy But True!

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

Published: Friday, April 28, 2017

Printer Friendly Version Printer friendly version

2021 Buyers Guide Knowledge Management

 
1.) 
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Branches
Combines knowledge management with call support as continue improvement.

2.) 
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.

3.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

4.) 
FuzeDigital

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.

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Happitu

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!

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Knowmax

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.

7.) 
livepro

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.

8.) 
ProcedureFlow

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.

9.) 
Synthetix

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.
 

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