How Vision Critical Uses Parature Chat to Shorten Response Times and Decrease Cost

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Use Chat to Improve Service, Increase Retention Rates & Reduce Costs

Incorporating chat into your multi-channel service offering might be the next most important move you make to differentiate your customer service and improve first contact resolution. Chat is having one of the biggest impacts these days in every sector, for both pre- and post-sales service and here are a few reasons why:

1. In today's world of IM communications, more and more customers simply expect it
2. Users with live chat support are far more likely to come back to purchase more
3. Chat can be leveraged as a way to distinguish different levels of support within your customer base
4. It provides an ideal opportunity for additional revenue by empowering CSRs and sales reps to generate sales leads, increase Web sales conversion rates and boost revenue by inviting prospects or customers to chat with them

Attend this webinar to learn how Vision Critical has leveraged Parature Chat™ to keep average customer response times consistently hovering in the minutes and why their customers regularly cite chat as a key component of their support offering.

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  • How Vision Critical Uses Parature Chat to Shorten Response Times and Decrease Cost

    1. 1. How Vision Critical Uses Parature Chat to Shorten Response Times and Decrease Cost<br />Shane Singh, VP IT & Support Services, Vision Critical<br />Leon Doell, Account Manager, Parature<br />
    2. 2. Parature<br />Parature is a global leader in on-demand software (SaaS) for customer service and support<br />Parature enables organizations to:<br />Reduce the cost of supporting their customers<br />Have a 360 view of customer issues<br />Retain their customers<br />Improve customer loyalty<br />Generate more revenue from their base<br />Deliver “great” customer service<br />
    3. 3. 850 Customers Across All Industries<br />Gaming and Digital Media<br />Business Services<br />Technology<br />Healthcare<br />Associations<br />Education<br />3<br />
    4. 4. Parature: An Integrated Support Suite<br />CUSTOMER TOUCH POINTS<br />SERVICE DESK <br />Delivering Multi-Channel Support<br />For your CSR’s to Manage All Customer Interactions<br />Metrics &Reports<br />Deploy Surveys<br />Feedback<br />Chat<br />Ticket<br />?<br />Forums<br />Your CSR<br />Downloads<br />Mobile <br />Your Customer<br />E-Mail<br />Knowledge-base and FAQ’s<br />360º Customer History<br />Intelligent Workflow<br />Phone<br />Service Desk<br />4<br />
    5. 5.
    6. 6.
    7. 7.
    8. 8.
    9. 9.
    10. 10. How Vision Critical Uses Parature Chat™ to Shorten Response Times and Decrease Cost<br />December 2010<br />Shane Singh – VP IT & Support Services<br />
    11. 11. About Vision Critical<br /><ul><li>Market Research Software and Services
    12. 12. SaaS Products
    13. 13. 600 Clients with 25% of the world’s top brands
    14. 14. 10 Offices Globally with 500 Employees
    15. 15. 2409% Revenue Increase from 2005 to 2009</li></li></ul><li>Before Parature – Pre 2007<br /><ul><li>Email
    16. 16. Spreadsheets
    17. 17. No Technical Support between Services and R&D
    18. 18. No ticketing system = no metrics
    19. 19. Avg. Response time?
    20. 20. Avg. Resolution time?
    21. 21. Time Spent?
    22. 22. # of Requests?
    23. 23. Self Help: forget it
    24. 24. Demanding Clients</li></li></ul><li>Parature Implementation – Sept. 2007<br /><ul><li>Requirements included chat
    25. 25. Internal and External
    26. 26. Bakeoff and selection
    27. 27. Quick setup
    28. 28. No IT costs
    29. 29. Very little staff training required
    30. 30. Pass through authentication from our SaaS products implemented
    31. 31. Self-help materials developed and published
    32. 32. Chat, phone, email and request submission decided upon
    33. 33. Go live</li></li></ul><li>
    34. 34.
    35. 35. Post Parature Implementation Findings - Chat<br /><ul><li>Clients Chat
    36. 36. Phone or Request/Email submission good for long winded issues whereas chat is great tactically
    37. 37. Chat helps keep Avg. Response Times in the minutes – consistently
    38. 38. Techs able to support multiple clients with chat tool simultaneously
    39. 39. New staff can monitor in real-time and get up to speed quicker</li></li></ul><li>Post Parature Implementation Findings – Chat Cont’d<br /><ul><li>Management are able to monitor and jump in
    40. 40. Techs able to collaborate amongst themselves and reach resolution faster
    41. 41. Ticket conversion a great addition
    42. 42. Transcripts sent to clients post-chat and stored in portal are very useful
    43. 43. Did I mention clients chat???</li></li></ul><li>Since 2007 Implementation: Chat Accounts for ¼ Incoming<br />
    44. 44. 2010 Metrics<br /><ul><li>Average Chat Duration: 15 minutes
    45. 45. Average Resolution Time of Chat Issue: 37 min.</li></li></ul><li>2010 Metrics Cont’d<br />
    46. 46. What our Customers are Saying<br /><ul><li>“Live chat, in my experience, has always been excellent”
    47. 47. “I always use Chat because I find it both effective and personal and if ever an issue is too complicated to resolve over chat I get a call”
    48. 48. “We have another software vendor that we deal with and they are so incredibly difficult - it's like night and day. Your tech support is great”
    49. 49. “It was exactly what I needed, super fast, and definitely above and beyond”
    50. 50. “They have always been extremely responsive”!
    51. 51. “Prompt, quality service”
    52. 52. “This is the best support experience I have EVER had on any type of project”
    53. 53. “Superb customer service experience”
    54. 54. “Very fast response and thorough solution. I couldn't be happier with the support”</li></li></ul><li>Conclusion: Win - Win<br /><ul><li>Chat provides us many efficiencies
    55. 55. Provides clients with a high-touch, instant avenue for assistance
    56. 56. Average Response Times consistently in the minutes in large part due to chat
    57. 57. Clients and Techs love the tool</li></li></ul><li>
    58. 58. Follow Parature On<br />blog.parature.com<br />www.facebook.com/parature<br />www.twitter.com/parature<br />www.youtube.com/paratureinc<br />www.slidesharenet.net/parature<br />www.parature.com/rss<br />

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