Contact Center Chat

Contact Center Chat

A Superior Chat Experience Improves Sales and Service

The number one provider in 100% of our chat engagements, [24]7 delivers personalized chat experiences across desktop and mobile devices, combining operations, analytics, and technology. This leads to adoption by – and increased conversion of – customers to chat and other digital channels.

Successful chat programs are different from voice programs. Our chat agents understand the customer’s online/web journey and know when to intervene, how to engage, and what to recommend. The right balance of concurrency and performance maximizes ROI. Optimized processes deliver successful outcomes specifically for chat programs.

Leverage Customized Best Practices for Chat Agents
  • Online, computer-based recruiting, training and retention ensure the highest caliber people are attuned to chat’s non-verbal interactions
  • Customized chat aptitude testing screens for multi-tasking and netiquette
Arm Chat Agents with Omnichannel Tools
  • Chat is compatible with client-provided systems and [24]7 Assist
  • Unified interfaces integrate customer profiles, external browsing, and searches into a single window in real-time to seamlessly pick up conversations with full context of customer intent
Drive Outcomes Using Performance Management
  • Rich and personalized multi-media content is pushed to customers’ desktops or devices, blending self-service elements with assistance
  • Insights mined from every interaction make subsequent interactions better and improve operations