1. IMPLICATION OF WEB CHAT CHANNEL ON BUSINESS
REVENUE GENERATION CAN BE ATTRIBUTED TO:
1) Improving Customer Acquisition ,Customer Retention & Customer Satisfactions.
2) Reducing the Cost.
• Cost of the Product
• Cost of the Service
• Cost of Customer Interaction

2. Web Chat Channel:
ADVANTAGES:
1)Cost per customer contact can be cheaper than phone ,E-mails.
2)Improve response time when used strategically.
3)Chat Agents can manage multiple concurrent chat session thereby maximizing contact
center efficiency and keeps service cost down.
4)Improve the scalability of the company by cross selling and up selling.
5)Source of DATA on which tools from Statistical Modeling &Text Data Mining can be
used at different stages of Customer Life Cycle Management to improve the Business
Process.

3. Statistical DATA Modeling & Text Mining Tool:
CLUSTER & CLASSIFICATION ANALYSIS:
1)Categorization of Customer Related issue based on severity ,technicality etc and
addressing it with standardized & most efficient response.
2)Once the issue are been categorized we can train the chat agents for specific category
,which will also improve the agents performance and skill set & ultimately led to
customer satisfaction.
3)Based on the feedback survey we can always classify (classification analysis ,using
classification function) a Satisfied from a Dissatisfied customer and thereby on further
analysis (running Cause and Effect study like Design of Experiment and Observational
Study like Regression Analysis) on Dissatisfied Pool can improve our response in
future.
4)We can always use cluster analysis on the Chat Agents Pool for their performance
appraisal and improvement.

4. Statistical DATA Modeling & Text Mining Tool:
REGRESSION ANALYSIS:
1)Compare Customer tracking data with data from customers with similar profiles, predict
preferences, and try cross selling .
2)There might be a correlation matrix for “Chat Durationquot;, quot;Chat Trafficquot;, quot;Type of Issuequot;, quot;Chat
Agent Skills Set” etc , if we can make a real-time decision model and anticipate in advance
we can improve our response.
OPERATION RESEARCH:
Staffing based on Profit Maximization –
OR Model Objective Function : Profit Maximization
Subjected To: Quality Constrain
Cost Constrain
Resources Constrain (Number of Chat Agents)
We can also schedule based on Chat Traffic.

5. Statistical DATA Modeling & Text Mining Tool:
DECISION TREE ALGORITHM:
1)Tool can be used to route the customer to specific Chat Agent.
2)It can also be used to distill down or filter to a standardized problem.
TEXT DATA MINING:
(Persuasive Language)
“I would be glad to help you” or “I see what can I do”
Right Way Wrong Way
If we can do Text Data Mining on the pool of Chat Transcripts ,we can classify the good
transcripts from the bad one.
Use the good transcripts as Textual Guidance for training and improving Chat Agent
Performance.

6. Customer –Chat Agent Interaction
10 STEPS TO MAKE A SALE (PROCESS MAP)
Introduce Yourself
Build Trust and Monitor visitor
Ask Probing Questions
Acknowledge Need or Concern
Recommend solution and state benefits
Give your client permission to feel in control
Assume Control of Engagement
Recognize Buying Signals and ask for sale
Overcome Objections
Wrap Up and Conversion

7. Netiquette
COHESIVNESS
1) Respond in a timely manner
2)Inform the customer when you are occupied
3) Use Chatting features (Push a page, send a link)
PRIVACY
1)Ask what the visitor is interested in
2) Any information gathered is for internal use only
SPELLING & GRAMMER
Netiquette impacts customer acquisition and retention.

8. DATA & Text For Analysis & Modeling
Web Analytic Software are used to extract Data & Text
Text DATA:
1)Chat Transcripts & Chat Duration
2)Online Survey
3)Follow Up E mails
DATA:
1)Page View Duration.
2)The percentage of users who exit from a page.
3)First Visit, represent a potential customer.
4)Hits.
5)Frequency measures how often visitors come to a website.

9. Real Time Score (RTS):Profit Maximization
1) Based on the past transaction we can allot points to the customer and if the customer reach
a threshold ,then during the interaction flag is waived at the Chat Agent End and he can
make a offer.
2)Cross Sell and Up Sell during the interaction ,can affect RTS.
REFERENCES:
 Actionable Web Analytic by J. Burley & S.Atchison
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 LIVEPEARSON Case Study
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 Course Work
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