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Strategic engagement channels for brands and students

Add exceptional live chat support to your digital engagement!

Research shows that consumers expect immediate answers from the brand in every digital channel. The inability to answer your clients’ questions may easily drive them off in search of a better solution. Delivering immediate assistance instead makes your clients feel their needs are being fulfilled. Since Live Chat is incorporated into the Digital Client Engagement platform, you may use business rules on web sites to target the right visitors at the right time with the right engagement tool. For example, you may utilize assistants to engage the broader audience and answer repetitive questions. Then use chat to answer queries and help high value customers.

Increased mobile use and a mind shift toward more responsive and engaging technology platforms resulted in the growth of client support messaging. A Digital Engagement Platform allows you to instantly react to your clients queries from messaging channels, and allows them to continue the dialogue on their terms. It is vital to make sure your clients are engaged during the online experience. Features like smart queuing to decrease wait times; skills based routing to provide your clients with the best broker to fix their issue; and contextual transport of all important info to the live chat broker lets you increase the potency of the consumer experience.

Brands must ensure that live chat is offered to the right customer at the right time, before they abandon their visit. Routing visitors to agents with specialized knowledge avoids long waiting times, resulting in higher conversion and improved customer experience. True brand to end-user communication enables an effortless customer journey, so your customers can engage with you whenever they want through any channel they prefer.

Key Stats:

  1. 50% increase in conversion rate using a co‑browse tool compared to the site average 15% decrease in live agent transfer rates
  2. By implementing accurate agent routing rules 50% of all chat-assisted sales are driven by targeted proactive chats

Seamless, conversational, effective and prompt live assistance makes the customer feel that their needs are being met. Intelligent queuing and skills-based routing checks agent availability before offering an assisted engagement and ensures that visitors are routed to agents with the knowledge required to answer their question. Channel-appropriate behavior messaging and live engagements are integrated into the overall omni-channel engagement strategy to create a seamless customer experience.

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