Self Service eSuite: Web Chat

Web Chat is our rich internet application offering a real-time, multi-party messaging service. It allows typed “conversations” to take place between customers seeking live assistance and Customer Service Agents, who are also able to invite specialist advisers into the session to help resolve issues as quickly and accurately as possible.

Web Chat delivers an opportunity for the agent to promote additional products and services and deliver web pages and documents within the context of the enquiry. Web Chat becomes an extension of your organization’s online presence, empowering the customer, reducing call centre traffic and improving agent efficiency by enabling them to handle multiple simultaneous “conversations”.

Web Chat becomes a real-time, interactive extension of your organization’s online presence, enabling customers going through an online sales process or managing their account online to get instant responses to their queries, which could include delivery of web pages and documents to support the response. Agents are able to handle multiple sessions simultaneously and transfer specific queries to the relevant business area, such as technical support, sales, and billing etc. Web Chat affords customers the convenience of not having to queue on the phone.

The sense of empowerment Web Chat brings to customers can significantly improve customer satisfaction and help to reduce churn.

Our Web Chat service comprises two Flash-based browser applications and a core Chat Server application. The Client application is used by customers who want to chat with your organization. The Agent application enables customer service agents to chat with one or more customers. The administrative features allow an administrator to manage the Web Chat services.