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Live Chat and Tech

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Concrete examples of how one can improve the quality of live chat operation. Contains examples for improving both agent experience and customer experience. Read the associated blog here: bit.ly/LIVECHATANDTECH

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Live Chat and Tech

  1. 1. LIVE CHAT & TECH HOW TO IMPROVE THE QUALITY OF A LIVE CHAT OPERATION
  2. 2. ”PRIORITISE QUALITY WHEN IMPROVING BELLS AND WHISTLES THIS YEAR. THE MONEY WILL FOLLOW.” @IlkkaVertanen HOW TO IMPROVE THE QUALITY OF A LIVE CHAT OPERATION: LIVE CHAT & TECH
  3. 3. Ilkka Vertanen @IlkkaVertanen m.me/ilkkachats ilkkavertanen.com HOW TO IMPROVE THE QUALITY OF A LIVE CHAT OPERATION: LIVE CHAT & TECH QUALITY ▸ Make it easy for agents to help customers. Happy employees lead to happy customers. ▸ Equip chat agents with appropriate tools and information for doing their jobs: If agents are assisting visitors in an online store, have the content of customers' basket easily available. And for online form loving insurance industry, cobrowse is a true lifesaver. ▸ Figure out a way to measure quality. (NPS is the easy answer, consider if it is the answer for you!)
  4. 4. UTILISE SHOPPING CART DATA
  5. 5. Example use case CHATWITHUS Amy 20:35:47
 Hi there! Can I help you with your purchase? 
 
 I see that you are browsing our selection of Apple products. I’m a big fan of Apple myself. Chat with expert
  6. 6. Example use case CHATWITHUS Amy 20:35:47
 Hi there! Can I help you with your purchase? 
 
 I see that you are browsing our selection of Apple products. I’m a big fan of Apple myself. Chat with expert Tech: Sharing the content of customer’s shopping cart to a live chat agent. Integration between live chat software and e-commerce platform is required. Use cases: Targeting proactive live chat based on content and value of customer’s shopping cart, and tracking chat- assisted sales (monetary value and products). Benefits: Live chat agents can provide faster assistance as they can utilise shopping cart data to answers customer enquiries. Knowing the content of customer's cart creates upsell opportunities.
  7. 7. Example use case CHATWITHUS Amy 20:35:47
 Hi there! Can I help you with your purchase? 
 
 I see that you are browsing our selection of Apple products. I’m a big fan of Apple myself. Chat with expert When the agent has knowledge of the content of customer’s shopping cart (+ information such as current product page), she can answer questions like ”Does this work with my iPad?” without asking additional details (”Could you tell me which iPad you have?”). The agent provides an excellent customer experience by notifying the buyer that the viewed item is not for the same iPad model as the customer has in his cart. In addition, time and money related to shipping an incorrect product are saved. 
  8. 8. USE CUSTOMER SPECIFIC DATA
  9. 9. Example use case CHATWITHUS Amy 15:03:51
 Hi there! I see you have created some great zaps! What’s the next one? Message me for ideas and help! Chat with expert
  10. 10. Example use case CHATWITHUS Amy 15:03:51
 Hi there! I see you have created some great zaps! What’s the next one? Message me for ideas and help! Chat with expert Tech: Sharing the identity of the user to live chat agent. Integration between live chat software, website and CRM is required. Use cases: Proving fast and personalised service. Agents can view and update customer info without leaving live chat software. Benefits: Live chat agents can provide faster answers as they can utilise CRM data about the user. Available data opens cross-sell opportunities.
  11. 11. Example use case CHATWITHUS Amy 15:03:51
 Hi there! I see you have created some great zaps! What’s the next one? Message me for ideas and help! Chat with expert Providing assistance to customers who have logged into a client portal, web service, or an e-commerce site can be done with a personal touch when the customer is identified. Once a customer or a user has logged in, their identity can be shared with live chat agent, and customer data can be pulled automatically from company's CRM for the agent to review. Agents who have customer data available can use all the information known about the customer during the interaction to serve or sell. Sales chat agent can use knowledge about the customer to scale up the use of a service and upgrade free user to paid tier.
  12. 12. TAKE ADVANTAGE OF COLLABORATIVE TOOLS
  13. 13. Example use case CHATWITHUS Amy 19:38:25
 Hi! If you have any questions regarding your claim, we are here to help. Let’s make sure it has all the info for us to process it quickly. Customer Service
  14. 14. Example use case CHATWITHUS Amy 19:38:25
 Hi! If you have any questions regarding your claim, we are here to help. Let’s make sure it has all the info for us to process it quickly. Customer Service Tech: Cobrowsing. Enabling customer and agent view and edit the same website (they share a browsing session). Use cases: Providing hands-on assistance with online forms, helping customers to place orders, educating use of a self-service channel, and navigating a website on behalf of the visitor. Benefits: Makes it easier and faster for an agent to resolve issues as they can take a hands-on approach.
  15. 15. Example use case CHATWITHUS Amy 19:38:25
 Hi! If you have any questions regarding your claim, we are here to help. Let’s make sure it has all the info for us to process it quickly. Customer Service Cobrowsing enables live chat agent to share (both view and control) customer's journey through the website. In an online store, an agent could navigate customer all the way through shopping process (final acceptance can be left to the buyer). In a case of an insurance company, live chat agent and customer can file a claim together while agent monitors that all the information is provided correctly. One word of warning though! With cobrowsing it is hard, if not impossible, to have more than one simultaneous interaction at a given time.
  16. 16. CHAT WITH MY CHATBOT WANT MORE? 3 PRINCIPLES FOR A SUCCESSFUL LIVE CHAT CHECK OUT A RELATED BLOG POST LIVE CHAT IS LIKE FORMULA ONE
  17. 17. @IlkkaVertanen m.me/ilkkachats ilkkavertanen.com TURNING LIVE CHAT OPERATIONS TO LEAN, MEAN SALES MACHINES Hi! My name is Ilkka Vertanen. I am an e-commerce enthusiast and a sales fanatic. I'm passionate about developing digital business and sales. During daytime, I use a live chat primed for sales to deliver increased revenue from digital channels. With sales chat, I boost lead generation and increase conversion rates. Rest of my time I spent following latest trends in tech. Today I’m especially interested in chatbots and virtual reality. For more check out my content about e-commerce, sales, live chat, and chatbots here: ilkkavertanen.com 
 or chat with my messenger bot at m.me/ilkkachats. ABOUT THE AUTHOR

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