Using Live Chat in your Call Centre

Transcription

1 Using Live Chat in your Call Centre Otober

2 Key Highlights Yesterday's all entres have beome today's ontat entres where agents deal with multiple queries from multiple hannels. Live Chat hat is one now a key hannel offering ontat entres the hane to redue osts, inrease effiieny and ommuniate with ustomers at the right time and the right plae. How to integrate Llive hat should be integrated into your ontat entre with a set of key operational. Live hat or web hat is not a new trend. It's been around for over 10 years now but with more and more ustomers swithing online it's beoming a staple way of many businesses ommuniating with their ustomers. With the use of live hat, , soial media and even video, today's all entres are beoming more like ontat entres where agents deal with multiple queries from multiple hannels. Talking with your ustomer no longer takes plae just on the phone. If you're new to live hat you'll be familiar with the ever-inreasing need to justify additional expense to your business. Whilst live hat is relatively heap software to implement there are many operational goals that need to be onsidered when introduing this feature to your ontat entre. We take a look at why you should onsider live hat, how you an build a business ase and the best tatis to using the hat tool in your ontat entre team. Reduing ontat entre osts One of the key drivers of live hat implementation is to redue osts. Studies have shown that the average saving of a hat ompared to a phone all is around 1525%. Maximize the use of your ontat entre agents by allowing them to arry out multiple live hats simultaneously to drive ost savings. In addition, with over 70% of ustomer interations referred to as repetitive, live hat agents an operate anned or pre-written sripts to some of the more standard ustomer queries further maximizing effiieny. 2

3 Reording what's disussed with your ustomer Unlike the traditional phone all, where the paper trail ends when the tiket is raised, live hat software allows your ontat team to have an easily available and searhable reord of the hat. All hats are reorded, with the transripts searhable by date and tiket number. Tikets an be raised with the ontat entre manager and hats whispered to another agent in ross-funtional departments. Customers have immediate aess to a omms hannel By implementing live hat you are hoosing to ommuniate with the ustomer via a hannel of their hoie. Unlike the multi-layered IVR phone system, live hat gives the ustomer immediate aess to your agents and helps resolve issues faster and more effiiently than via a phone all. Transfer doumentation In this age of multi-devies, ustomer's expet to bethe ommuniation media ed to be multi-hannel, and 'just work' simply and seurelyvia a variety of media. Live hat gives you the ability to send video, demos, weblinks, terms and onditions seurely via the hat. The ustomer an then review the doumentation and onsider the purhase more effetively. Software seurity makes sending sensitive information suh as aount details or personal details possible within the hat. Sophistiated hat software also supports remote ontrol of an end users PC with their permission. This an be used within a support desk environment or where a sales agent needs to help the user with the hekout proess. 3

4 A neutral ommuniation tool Unlike the traditional phone all live hat is a more neutral ommuniation tool. Sripts an be tailored and monitored to avoid onfusion and aents and ultural differenes are minimized. Providing live hat agents have good standard writing skills, enquiries an be dealt with in an effiient manner without onfusion. Easy to measure suess Most all enters entres swear by metris like suh as all times and all waiting times. Lower all times are equated with effiieny, osts savings and greater profitability. Beyond all times and reording alls it is diffiult to be lear on standard metris for suess via a phone all. However, hat tools allow you to follow the ustomer from referrer or marketing soure through to onversion. Sophistiated analytis in the hat software allow you to define what whih marketing ampaigns generates the most onversions and whih hat agents are the most effetive. Beyond that, you an use pre-defined rules to loate ustomers in real time who are more likely to onvert e.g. those who have added a produt to their basket but have not yet proeeded to the payment page. Inrease ustomer retention & satisfation By resolving issues quikly and effiiently in the ommuniation hannel of hoie, you will be more likely to retain ustomers and drive overall satisfation. Live hat enables your ustomers to engage with you from any devie whether that be mobile, tablet or desktop. You an provide assistane through all engagement types hat, inentives, video, and demos. Chat software allows you to atively engage ustomers looking for answers on your website and determine whih visitors need further help. You an then proeed to deliver targeted messages a promotion, or help funtion for instane. Tatis for suessfully integrating live hat into your all entre Tehnially, implementing a live hat solution is relatively straightforward. 4

5 Chatbot or Chat Agent? Your hat should always be more human than robot. Chatbots live hat that's solely run via the software with ustomers ommuniated to via pre-defined hat sripts, should only be onsidered if your produt or servie is totally undiversified. Suessful hat that leads to effiieny and ustomer satisfation should almost always involve human interation. Users are more sophistiated and teh savvy, don't underestimate them or alienate them. Understand your ustomer The wealth of analytis available in hat solutions will allow you to understand your ustomers' needs and wants. Use these analytis to find out when is the right time to hat. It's important to deide on rules of proative engagement, whether that be manual or automated rules. This will give struture to your hat agents and learly define boundaries. You should also onsider using pre and post hat surveys to influene your produt or servie development. Understand your business If you're a multi-layered business with different teams for ustomer servie and sales then it's important to onsider where live hat responsibilities will sit. Consider using live hat in a number of departments and whispering hats between teams so agents an answer the ustomer query most effiiently. Invest in your agents Live hat agents need to have a speifi skillset. They should have the ability to multi-task on simultaneous hats, be able to read between the lines of lengthy hats and have exellent reading and writing omprehension skills, as well as effiient typing skills. Never overburden your agents. Chat providers will tell you that hat volumes are at leastan be 10 times that of and require a muh faster response time. Your ontat entre needs the right infrastruture and resoure to handle this effetively. 5

6 Be proative not pushy If your all entre has a sales driven environment using hat an have real benefits. But you must know when to upsell and when to offer the right inentives. Agents should be trained to reognise the right time and right plae to onvert the hat. Being too pushy via this hannel an do more harm than good. Personalise your hats It's important to be more than just a robot. Whilst the use of sripts and anned responses will drive effiieny and ost savings the same type of personal style onveyed on the phone should be used on a hat. Use photos of hat agents, adopt an informal writing style and be sure to offer the same types of greetings and onversations as you would on the phone. Why is Whos On so great? We're the only live hat provider to offer a one-off fee, fully installable solution that an sit on your own servers brilliant if your IT diretor doesn't like new systems that are hosted outside your business. We also offer a super easy hosted solution to get you up and running quikly. We love innovation and are onstantly improving our produts and reating new ones! We offer full integration into CRM solutions suh as Dynamis, Salesfore & SugarCRM. Plus all the other simple but powerful features of a live hat solution. Over websites use Whos On to hat with millions of web visitors every month aross the globe. Here are the names you've heard of that use Whos On. They started off with a free trial too! 6

7 About our White Paper We have realised that reading a white paper an sometimes be like wading through treale. Not that we don't like treale. However, we are an innovative ompany and try to keep our whitepapers like our software - simple, lear and powerful. Our stats are taken from authoritative soures or our own ustomer base, whilst still adhering to our strit privay poliy. Our Key to Chat! Proative hat - the invitation sent to an online ustomer to hat based on a pre-defined set of visitor behaviour, either determined manually by a sales agent or a set of pre-defined rules. Manual hat - a manual invitation to hat offered by the agent operating the hat. Rule-based hat - an invitation to hat based on the visitor's behaviour meeting a set of pre-defined rules. CRM (Customer Relationship Management) - the model used for a ompany's interations with future and urrent ustomers. Conversion - the onversion rate is the proportion of visitors to a website who take ation to go beyond a asual ontent view or website visit into a pre-determined sale or ation. Installable Solution - sits on your servers, behind your firewall so you're fully in ontrol of its seurity and ompany use. Hosted Solution we host the software for you on our seure servers and link to your website. Simple and effetive! 7

8 For more information: Phone: Web: WhosOn is owned by Parker Software. For more information, please visit