Role & Benefits of Live Chat in a Contact Center - PowerPoint PPT Presentation

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Role & Benefits of Live Chat in a Contact Center

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Live Chat option is a great way to stand out amidst competition, as customers are tired of complex IVR's, waiting times and automated email replies. – PowerPoint PPT presentation

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Title: Role & Benefits of Live Chat in a Contact Center


1
ROLE BENEFITS OF LIVE CHAT IN A CONTACT CENTER
2
Introduction
With increasingly evolving technology, we are
witnessing rising customer expectations across
all industries. In order to stay updated with the
present day customers, contact centers need to up
their game of enhancing customer interactions.
One such feature is Live Chat that is fast
replacing conventional channels of
communication. While you know customers are
browsing through your website, but you wont be
aware whether any of them have any queries or
doubts regarding your service/product offering.
Many of the customers simply switch to another
site or service provider rather than go through
the cumbersome procedure of writing an email or
giving a call. This is where Live Chat works as
an important channel of establishing a
connection. Let us look at some if its major
benefits in a contact center.
3
01
Faster Resolution
  • Many customers today will chose live chat instead
    of calling or emailing for the simple reason of
    convenience.
  • There is no waiting or IVR or automated
    responses.
  • The resolution delivered is fast and on the spot.
  • This leads to efficient resolution and
    contributes to superior customer service.

4
02
Improved Sales
  • There have been studies which prove that Live
    Chat improves conversion rates and contributes to
    increased sales.
  • Live Chat makes processes more transparent.
  • It removes buying objections which leads to
    increased trust between the customer and service
    provider.
  • A personalized and direct interaction increases
    chances of sales manifold!

5
03
Reduced Costs
  • Customer support department can be difficult to
    maintain with only voice agents .
  • Live chat is a great help in reducing customer
    service expenditures.
  • Agents can interact with multiple customers at
    one point of time saving up the cost of toll free
    lines and managing so many customers on call.

6
04
Quick Responses
  • In a contact center, a company need to increase
    its efficiency by handling simultaneous requests.
  • The chat module helps in catering multiple
    request at the same time with help of canned
    messages or templates.
  • Customized canned messages helps agents to answer
    the frequently asked questions in a quick mode.

7
05
No Risk of Dropped Calls/Missed Emails
  • With Live Chat there is no risk of missed calls
    or emails from customers.
  • With faster resolution and integrated software,
    one can ensure that no customer communication is
    missed.
  • If you have a customer online and an agent is not
    available, you can always go back and convert the
    chat option to a contact form and track the
    customer so that no business lead is missed.

8
06
Customer Data
  • When we discuss customer service, the more
    information we have about our customer, better
    are the chances to deliver the best customer
    service.
  • Filtering the customer on the chat form and
    accumulate his information from there is the best
    practice of the industry.

9
A Live Chat option is a great way to stand out
amidst competition. Teckinfo offers their Unified
Contact Center suite InterDialog UCCS, which
comes along with Chat as an important mode of
communication, along with other channels e.g.
Voice, Email, Social Media in a bundle.
Visit our website to know more- Teckinfo.com
10
Contact Us
www.teckinfo.com
91-11-49605588
info_at_Teckinfo.com
info_at_teckinfo.com
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