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Webinar: Live Chat, Virtual Agents and Peanut Butter & Jelly

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Companies use an IVR on the phone to find out what a customer is interested in before engaging a live agent, and after hours when an agent is not available. But how do they do it online? When your …

Companies use an IVR on the phone to find out what a customer is interested in before engaging a live agent, and after hours when an agent is not available. But how do they do it online? When your live chat agents start interacting, are they ready to hit the ground running? What are you using to capture the voice of your customer when agents are not available? How do you shorten the path to a meaningful chat?

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Transcript

  • 1. Live Chat, Virtual Agents, and PeanutButter & Jelly*We will begin at 11:32 AM PT/ 2:32 PM ET toallow attendees to sign in to WebEx noHold, Inc. Copyright© 2012
  • 2. Introductions Andrea SahliImplementation *Stay tuned for directions on how to Manager get your free Interactive Web Moderator Response (IWR) Starter Pack. Sarah RamozMarketing Operations Manager Host noHold, Inc. Copyright© 2012sramoz@nohold.com
  • 3. Just 10 more clicks!120,000100,000 …For every “click” 80,000 you lose 20% 60,000 40,000 Visitors 20,000 0 Product Form Survey UpSell Visitors Promo Order No agents available …keeping agents up to speed in a high churn environment “It takes 5 minutes after you start typing for an agent to answer..” noHold, Inc. Copyright© 2012
  • 4. Scenario •Agent N/A •Please hold for next available •Please repeat •Go find your model #Customer •I want to help you •Identify you •Learn about your problem •Help you •Upsell •How did I do?Agent •“No pressure…” noHold, Inc. Copyright© 2012
  • 5. What is a Virtual Agent?noHold, Inc. Copyright© 2012
  • 6. How Fortune 500’s Do It TodayTrouble with tv noHold, Inc. Copyright© 2012
  • 7. How Fortune 500’s Do It TodayLive Chat Agent View Trouble with tv noHold, Inc. Copyright© 2012
  • 8. Customer Behavior MetricsQ: How do customers feel aboutpreempting live chat with a VA?A: When given a choice between livechat and VA:•75% chose to stay with the VA noHold, Inc. Copyright© 2012
  • 9. Live Chat and Virtual Agent B) C) 1. Seamless escalation to Live Chat 1. Use the VA 2. Route to correct queue internally 3. Pass the VA chat log 2. Send out a link to use the VA D) 1. Post chat survey 2. Capture the interactionA)1. Pre Chat Survey2. Troubleshoot while you wait3. If live chat is unavailable noHold, Inc. Copyright© 2012
  • 10. Logistics What’s involved?• Live Chat partner - Existing connector• Or without connector• Time - 4-6 weeks• Pre-empt live chat with a Virtual Agent noHold, Inc. Copyright© 2012
  • 11. BenefitsAgent:•Reduce call handle time•Increase FCR•Increase Agent Productivity•Increase conversion ratesCustomer:•Reduce repetition and frustration•Seamless transition from Virtual Assistant to Agent•Decreases the number of ‘clicks’•Get them to the right place! noHold, Inc. Copyright© 2012
  • 12. Next Steps• Get your free Interactive Web Response (IWR) beginner pack online now at www.nohold.com• Mark your calendars: May 16, 2012 at 11:30am (PST)• Thank you noHold, Inc. Copyright© 2012

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