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Features that Make a Chat Service Stand Apart

February 13, 2014 Amit Kachhawa

“Bring home the customer”, is a widespread proclamation that we often hear from companies. With numerous options that exist today along with a savvy consumer base, customers are demanding better call center services and don’t hesitate to walk away from a company that does not provide superior customer service.

So what makes a call center “stand out” so that customers keep coming back? The ability to have their questions or problems resolved quickly.  How does this happen?  By a convenient new technology known as web chat service.

Chat service or chat support is the latest addition to the Call center function and enables the company to provide instant support to their customers. A “must have” in our highly mobile and competitive marketplace. Chat service is quickly becoming the preferred interaction mode, generating increased levels of customer satisfaction.  When we compare chat services, there are a number of things to look at in order to determine if the service is well executed.

Let’s take a look at a few:

Length of Chat Times– It is important to customers that they feel their issue is handled quickly and efficiently. Chat times can range anywhere from 8-15 minutes but the more quickly the issue is resolved, the better. The Chat rep should strive to solve the customer’s issue in the first interaction.

Knowledgeable Chat Team-The chat support team should have the same level of knowledge as other email or phone team members.  They should be well versed in all aspects of the company in order to provide quick on-the-spot assistance.

Reporting– Your chat service should document all customer interaction without error along with the amount of time taken to support the customer’s need. Reporting should cover the following:

  • Average Handle Time
  • Average Speed Of Answer
  • Concurrent Chat Time
  • Offline Chat Requests

Proactive Chat Support– Proactively offering your customer a chance to chat instead of waiting for them to ask can often eliminate customer frustration.  Even if the customer initially declines the offer to chat, knowing that the live chat option is there can go a long way in preventing frustration.

While this list doesn’t cover everything, this is a great starting point when evaluating your live chat services.

Amit Kachhawa

Amit Kachhawa is the Assistant Vice President for Corporate Strategy. His overall experience of over 14 years has been garnered at various levels at Etech starting his journey as an OCR and thereafter, crossing many milestones and today Amit is an esteemed member of Etech Global Management Team. Amit is responsible for formulating and implementing strategic plans with focus on Digital Marketing including social media, Product Development, Business Development, Reporting and Workforce Management Analytics.