Reduce Customer Service Costs with Live Chat
Live Guide enables in-person customer service assistance via live chat for notably lower costs than telephone support. You reduce service costs because one operator can handle multiple chat session simultaneously. Unlike a sequential telephone queue or a disjointed string of email messages, live chat agents handle concurrent inquiries making your contact center more efficient.
With Live Guide you can reduce the cost of customer service while providing a superior online experience that will increase customer satisfaction and build brand loyalty. Since live chat operators can handle multiple customer inquiries simultaneously, and respond to inquiries more efficiently you improve customer service and save money by increasing per-agent productivity.
Designed for optimal contact center efficiency
Saving just one second per chat can result in an overall time savings of 80 hours per year, and Live Guide was designed for optimal agent efficiency and performance. A host of intuitive capabilities give agents the ability to customize their workspace to better suit their needs and optimize customer service. With Live Guide you get faster response times, higher customer satisfaction and reduced operating costs.
Proactive customer service - Live Guide decreases response time and increases first-time resolution rates. One way is through the prepared response feature within Live Guide that help speed answers to common questions. More challenging responses utilize a knowledge base of longer, procedural texts that operators use to solve problems quickly.
Customer intelligence – The logging and customer form capabilities within Live Guide ensures that every operator has the detailed information from the customer’s previous chat sessions so that they are ready to solve problems and assist sales without needing a recap.
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Best practice
You can use the prepared response feature of Live Guide to help your chat operators become more efficient and effective…and that means reduced operating costs and higher customer satisfaction. Rather than typing out commonly used phrases, agents have access to a selection of pre-made messages and can issue a response with a click of a button saving time and money while boosting service.
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Bottom line benefits
Live Guide is a powerful way to reduce support costs by increasing the productivity of your agents. Online customers love the click-to-chat capabilities of Live Guide, so you save money while increasing customer satisfaction and brand loyalty.
- Chat requests automatically flow into the support queue and are routed to agents who specialize in that particular page, product or service
- Problem resolution times and improve first-call resolution rates are improved with live chat resulting in increased customer satisfaction and savings
- Chat operators handle multiple chat sessions simultaneously improving call center efficiency and reducing support costs
- Agents can transition customers seamlessly from a simple chat dialogue to full audio and video and guide visitors through the online experience
