And the truth is that live engagement delivers. For instance, UK telecoms company EE rolled out live chat on its contract sales operation in 2013. Today the chat assisted sales run at five times the level of self-serve conversions.
But in any chat implementation, the agents themselves are a key component of success. From sales through to customer service, the agent is the front-line representative of the company. Good, well trained agents optimise sales and boost customer satisfaction. So how do you get the most from these key people?
1. Create a dedicated team of chat agents
If possible, we would recommend the creation of a dedicated team of chat agents. In other words, rather than moving people interchangeably between the traditional phone hotline in response to the peaks and troughs of incoming calls or chat requests, it’s generally better to have a group of people who are focused on the chat channel. This may not always be possible but we find that it produces optimal results. Continue reading