24-7 INtouch has created a multi-channel Center of Excellence that brings together the industry’s leading-edge online technology solutions from LivePerson and IntelliResponse with a results-based contact center from 24-7 INtouch
Customers will be able to outsource a business function and pay based on improvements in business metrics that are delivered through the combined and integrated offering
The Status Quo Demands Change Leading to Customer Churn
Consistent, effective customer interactions across all channels
Providing the customer with the tools to quickly and easily find the information they are looking for
Ensuring that the interactions are timely, relevant and help facilitate the customers end goal
Reduce Early Abandonment of “Intenders” – Expand Hot Leads
An Elegant Multi-Channel Online Service Solution
Help website visitors quickly and easily find the information they need
The right answer the first time
Intuitive and contextual tool
Seamless escalation to live chat or voice interaction
Proactively engage qualified “hot-lead” visitors
Visitor exhibiting conversion behavior
Visitor indicates question not answered via self-service
Visitor requests to speak with live representative
Resolve inquiry via consistent and efficient live agent interaction
Visitor interacts with qualified chat certified agent
Consistent scripting and chat escalation process
High agent efficiency using knowledgebase
Escalation to live phone agent available
Multiple search results and possible answers The “One Right Answer” The Instant Answer Agent “ Search Paradigm” A typical question regarding canceled cheques Provide Visitors Accurate & Concise Answers Related questions
Proactive Channel Escalation: Unanswered Question enPONT visitor asks a question about selling power back and receives an answer about natural gas generators. Visitor rates the automated answer a “1” (poor), triggering a proactive chat invitation. Visitor clicks Chat Now, launching a chat conversation with an enPONT specialist who can answer the visitor’s question. Thank you for visiting enPont. You are now chatting with David. David: Hello. I can answer your questions about selling power back. Visitor: Great. I want to install solar panels on my home and was wondering if I could sell any extra power back. David: Yes we do have a program for that. I’d be happy to explain how it works.
Proactive Channel Escalation: “Hot Lead” Global Bank visitor navigates to Help page and asks how to apply for a Visa. “ Hot Lead” alert triggers a proactive multi-channel invitation, giving the visitor the opportunity to escalate to a live interaction with a Global Bank representative .
Operator Console: View Visitor’s Questions Global Bank chat agents can see the questions the visitor asked on their website before the chat conversation begins, providing context for the conversation. Chat agent opens the conversation with a relevant, contextual sentence. Visitor is immediately impressed. Paul: Thank you for visiting Global Bank. Paul: Can I help you with a travel rewards credit card? Visitor: Yes. I have some questions about how the points work. Paul: I’d be happy to assist you.
Operator Console: Access Centralized Knowledgebase The IR knowledgebase is the “Enterprise Answer Agent” that provides single, consistent answers to visitor questions, regardless of the channel.