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How to provide Customer Service via Chat

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#1   Posted: 30 Jan 2009 13:17

We are considering giving our customers the ability to Chat with our CS staff , but I'm not sure where to start to make this happen . Any suggestions are appreciated .

#2   Posted: 3 Feb 2009 07:59

There are alot of avenues that you can pursue for a chat product. There are systems that you can integrate into your current system. The issue with these systems is that the data typically lives in a disparate system and is not integrated with the rest of the information for that customer. So you do not have a 360 view of the customer as their chat transcript is not part of their customer record. There are more robust systems that can integrate with the rest of your agent desktop and have the ability to unify the information acorss chat, phone, email etc. These types of systems allow you not only to capture the chat information in a customer record but also allow you to capture feedback from the Chat channel as well. How robust of a solution are you looking for?

#3   Posted: 10 Feb 2009 06:04

Hi Kenspinelli,
I know a customer service solution provider who has been in the contact center software field for more than a decade. They do have an award winning live chat tool which has proven to be quite useful in increasing the ROI as well a much better customer experience. I would be glad to provide you with some more details on this.

In case of any further queries or info, please write back or contact me on 650 230 7508.


Tim Johnson

#4   Posted: 10 Feb 2009 07:18


My company uses Live Person, it works well and seems easy to set up. There are probably a few systems to choose from out, but this could be somewhere to start for you.

Good luck,

#5   Posted: 10 Feb 2009 08:40

There is a few ways to do this. Through inContact®, your customers can contact you via fax, chat and email in addition to the telephone. Having more options for customers to contact you leads to greater customer loyalty and more satisfied customers.
The inContact platform has a built-in universal contact queue. This means that no matter what contact method is used, the system can identify the best agent to handle the contact. Through multi-channel, skills-based routing, agents can handle both voice and non-voice communications with your customers.
Please contact me and I can get you more info.

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