Call Center Live Chat Software
The traditional Call Center, used by organizations to manage all its client contact
and interactions through, telephony, email, letter and fax are becoming increasingly more dependent on live chat.
Support, Help Desk and Customer Service call centers and sales service desks whether they be in-house or outsourced are rapidly implementing live chat onto their websites as this method of customer interaction has a significant impact on reducing cost, improving employee productivity and increasing revenue.
There are many benefits of WhosOn Live Chat in a call center environment, and we
have listed some below.
Since the advent of the telephone it has only been possible for one operator or agent
to service one call. WhosOn Live Chat provides the agent with the ability
to handle multiple chats simultaneously, increasing productivity and reducing
operating costs for a call center.
Our studies have shown that agents can take two chats simultaneously from their
first day of experience using the WhosOn Live Chat Software, and quickly
progress to between three and six simultaneous chats, depending on the nature of
the conversation.
More chats being handled by the operators gives each customer the impression that
their query is being dealt with more quickly, and canned responses allow the
agent to insert strategic fillers whilst they are actioning the customer's
requests.
From the consumer's perspective web chat is a popular communication medium of choice with over 25% of online shoppers opting for this method of communication. For end users it allows them to multi-task while getting fast access to the information they seek about products, account information or support. The software allows agents to send files such as statements, product specification sheets or photos.
Every call center or service desk is different. Simply having an FAQ on a website is no longer enough to satisfy an end users need for quick and accurate responses.
WhosOn Live chat connected to the knowledge base enables agents to quickly answer questions of greater complexity in a
more timely manner.
A human advisor has been proven time and time again to be the preferred method of visitor contact, this approach provides more accurate information but also improves first time resolution and online sales with the agent having the ability to upsell other products or services, again further information can be pulled directly from the dynamic knowledge base to aid the agent.
An extensive knowledge base also helps prevent the number of unwarranted product exchanges and returns. Providing real time advice and instructions to an end user removes a user’s inability to figure out how to use the product.
WhosOn allows you to set the maximum number of chats an operator can take on a
per operator basis, and you can also allow the operators the ability to mark
themselves as too busy to take another chat.
WhosOn Live Chat Software also has a round robin approach that sends the chat to
the least busy operator with the appropriate skills. The algorithm used
for deciding which agent to send to takes into account the number of current
chat sessions, the frequency of messages recieved from the visitor, and the
maximum number of chats an agent can take.
Consumers become annoyed by their apparent anonymity within the supplier or retailer they are calling. Only the largest of institutions have phone systems integrated with the consumer database, and even then the agent is forced to reconfirm identity for security reasons. A call center using WhosOn Live Chat technology has instant access to all historic chats right in the chat window. An agent can, in an instant, examine earlier chats and more accurately address that consumer’s concerns.
Within a call center integration with back office systems such as CRM is a necessity.
WhosOn Live Chat provides out of the box integration with CRM systems such as Salesforce and Microsoft Dynamics CRM, this enables agent to trace previous orders and past information seamlessly. Access to this volume of data enables an agent to interact more effectively with the end user, resulting in improved customer interaction, resolution times and customer satisfaction.
We are able to provide integration with bespoke and out of the box systems via
our professional & configuration services.
WhosOn Live Chat uses HTTPS which makes it possible for the consumer to enter
their account info when launching a chat session which would then open their
account on the agent's desktop. The integration as above allows the agent
to view immediately the full account details within a secure windowed frame of
the WhosOn Live Chat Software.
The live analytics capability within WhosOn Live Chat provides a powerful insight into end user website activity. An end user that spends a significant amount of time on a site, views a number of pages during a single visit or focuses on a particular page, can be proactively engaged. The ability for an agent to send a tailored invitation to these users to chat significantly improves online sales for a call center.
The use of home workers is significantly more cost effective than their office equivalent and research continues to show that they are not only more productive but also achieve greater rates of first time resolution resulting in higher customer satisfaction. The additional benefit is the environmental benefit they create, which can go a long way in reducing a call center’s carbon footprint.
Live Chat provides a straight text entry field which eliminates the possible misunderstandings encountered through voice conversations. Furthermore, chat is a great equalizer: agents meet on a level playing field because chats present no accent. Chatters assume that their inquiry is being handled by a fellow countryman.
Due to the chat session transcript data storage (configurable based on your own
data storage and privacy requirements) there is no argument about what was said
when. The chat session can be retrieved in it's entirety, including any
data that was entered in the survey information.
Large call centers make heavy use of statistics to manage the performance of agents. This allows them to:
- Identify agents that are underworked
- Identify agents who require additional training
- Create plans to reduce call completion times
- Reward top performers
Again, only very costly telecom systems will provide call analytics. WhosOn contains 76 standard reports, downloadable data for all chats taken and
the ability to create your own reports using the SQL Editor. We also
provide a comprehensive professional reports creation service.
Real-time Call center analytics provide insight into areas of strength and weakness and can alert to any future potential areas of concern and allow for changes to be made rapidly.
Live chat provides agents with the ability to handle multiple channels of communication increasing agent diversity, often referred to as a blended agent. Unlike telephony where an agent can only handle a single call, live chat provides the ability to handle multiple conversations simultaneously. A trained agent can advise on 3-4 simultaneous chats whilst also having the capability to respond to email and handle a telephone call. This blending of an agents roles improves productivity, significantly reduces operating and improves resolution times which has a positive impact on customer satisfaction.
First visit resolution is critical in reducing call center costs - WhosOn Live Chat vastly improves first
visit resolution by providing the maximum amount of information to call center
agent. It is widely known that in order to improve first resolution knowledge has to be dispersed to sales and service agents
which involves extensive employee training adding considerable cost to the call center bottom line.
An effective way to overcome this within a live chat environment is to use an effective in built knowledge base that agents can pull responses from and also more importantly dynamically add content too in real time, effectively building a knowledge base directly from inbound service or sales desk enquiries. This approach not only ensures the continual development of the knowledge base, but also goes a long way to reducing operating costs by reducing the amount of service/sales agent training.
Another way to improve the first-visit resolution is to get the customer to the
most suitable agent. WhosOn Live Chat has a manual transfer feature which
enables the agent to send a chat to another agent, but we also have the ability
to automatically send a chat to a group of operators based on the information
that is known about the visitor - pages they have seen, or entries that they
have been required to fill in before they get to the chat.
Call centers focus a significant amount of time and effort on their environmental credentials.
WhosOn Live Chat has a positive impact on eliminating paper-based communication. Chat transcripts for any visitor are stored for a pre-determined period
providing service
and sales agents the ability to see previous transcripts within the chat for a returning visitor eliminating the need to cross reference or print any previous chat history.
WhosOn Live Chat helps to compliment the customer interaction hub, which consists of the following elements:
Chat, Text, Phone, Email, Facebook, Twitter and Other Social Media.
Each of the elements help improve customer interaction and form the core of the interaction hub for a user.
A significant amount of time for any call center working within financial services or insurance is spent reviewing recorded telephone messages, this is very time consuming both finding the time stamped recording but also listening to the recording itself, with the integration of text based live chat the ability to locate and review save signifincant amounts of time in comparison to a recorded message.
Remote control provides a more hands on approach for an agent and a customer. Sophisticated live chat from WhosOn that supports remote control enables an agent to take control of an end users PC with their permission. Extensively used within support desk environments and more recent implementations focus on checkout pages whereby a sales agent can help an end user with the checkout process.
Benefits Of Live Chat 
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