Building Positive Customer Experiences through Online Chat

April 26, 2011 Jim Iyoob

As more companies turn to online to carry out their business, the online chat channel has proved to be a cost-effective, fast, easy, and efficient way to provide quality chat customer service. With many advantages such as increased FCR, higher CSAT, reduced cost-per-contact and more, the online chat is being actively incorporated by businesses as a primary channel for carrying out sales and customer service interactions.

Controlling customer experiences

Today, customers spend more time online hovering on social networking sites or tweeting. Internet accessibility through mobile applications on smart phones and tablet PCs has further extended the scope of customers sharing their bad experiences over the Internet. Customers can easily use these places to share their bad experiences of customer service, information unavailability on a website and more. To reign in the probability of customers going viral with bad experiences, businesses can effectively leverage online chat to deliver positive experiences to customers.

Proactive chat is the solution

Contact centers use various predictive tools that analyze the online customer behavior to provide crucial insights. The predictive tools help to initiate a proactive customer service chat when certain parameters indicate that the consumer is likely to have a bad experience. A proactive chat at this instance provides instant redressal of customer grievances with no hold-times or long call queues. This results in customers creating a higher positive experience framework about the business.

The data and information that is captured during customer interactions are crucial and reveal significant results. These analytical results and inferences from previous customer interactions can be effectively leveraged to add an element of surprise while interacting with customers. The customers can be provided with probable solutions derived from predictive tools just as they begin their interaction. Positive customer experience is further achieved through various features like push-URL, screen sharing, and co-browsing enabling early resolution of customer problems.

Jim Iyoob

Jim Iyoob is the Chief Customer Officer for Etech Global Services. Jim has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Jim has an impeccable track record of innovation and advanced business intelligence. Based on his level of expertise, Jim has been featured in numerous publications including CIO Review, Contact Center Pipeline, Connections Magazine, and was also listed as one of the ‘Top 20 Influential People to Follow’ on Twitter by “Iwantitnow”. He has co-authored three books on the call center quality monitoring.