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If you’re also going to use your new Chat channel for proactive support, you’ll need to decide which of your customers you want to serve with proactive chat.It doesn’t have to be all of them–you might want to only use proactive chat for new visitors to your site to help them find the information they need, create an account, or start a trial.It can be embedded into your site, your software, your mobile application; directly into the customer experience.For example, a mobile app providing direct access to Support or a gamer quickly initiating a chat with an agent while playing a game. In a recent Zendesk benchmark survey, the Chat channel received the highest customer satisfaction (CSAT) rating, eclipsing the Voice channel for the first time.Chat support requests are very easy for customers to initiate and they’re curious about the new channel.Here are some guidelines that will help you staff the Chat channel. Begin with a beta and staff the channel with senior team members who have been trained to support the new channel. One agent is the primary and the other is backup for when the primary agent is unavailable (everyone needs to eat lunch).For customer service organizations, live chat is efficient and effective.
Schedule chat agents for a period of 2-3 hours per shift to avoid burnout.And of course, providing customers with their favorite method of communicating, one that results in the highest customer satisfaction rating, helps build better customer relationships.For businesses, one of the largest benefits of live chat is that it can be used as a proactive support channel—unlike email or phone support, which are traditionally limited to reactive support.Like voice, chat is immediate and customer effort and time to resolution is reduced.The other benefit of providing chat as a channel is that it can be placed just about anywhere the customer is.