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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.


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 - Team Names

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

Published: Friday, April 28, 2017

Printer Friendly Version Printer friendly version

2021 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.
PH: +1 (346) 444-3555

4.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.
PH: (980) 288-4800

5.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511

6.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385

7.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

8.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
PH: 213-943-2023
 

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