Chat Contact Center

It’s important to have a strategy for your chat feature, whether it’s a chat bot or live chat, you need to have goals for your agents to follow. Below are several live chat strategies you can implement with your agents to enhance the contact center:

• Capture Customer Date First: With phone support, an agent must hear the customer out before giving any solutions in order to understand the problem and obtain the necessary information. Using a chat service, you don’t have to talk with the customer to gain that information due to visitor monitoring windows and pre-chat forms.
• Use Transcripts: Having web chat gives you the ability to collect transcripts of the exchanges between agents and customers, which you can use as training materials, identify pain points, and send to customers as a record of their solution.
• Use Surveys In Chat: Capture customer feedback after the conversation to instantly learn about your customer’s experience and how the agent performed.
• Route Chats: One of the benefits of chats is avoiding burnout among your agents and routing them to the correct agent for the customer. Agents can have multiple chats running, but setting up the software can avoid piling on too many, and having the pre-chat questionnaire helps route customers more effectively.
• Track Efficiency: Much like phone tracking with your agents, chat has a similar feature to monitor an agent’s performance and understand the factors that can improve their effectiveness.