{"id":44220,"date":"2014-02-13T00:00:39","date_gmt":"2014-02-13T07:00:39","guid":{"rendered":"https:\/\/www.etechgs.com\/?p=888"},"modified":"2014-02-13T00:00:39","modified_gmt":"2014-02-13T07:00:39","slug":"features-make-chat-service-stand-apart","status":"publish","type":"post","link":"https:\/\/demo.etslabs.ai\/etech26\/features-make-chat-service-stand-apart\/","title":{"rendered":"Features that Make a Chat Service Stand Apart"},"content":{"rendered":"<p>\u201cBring home the customer&#8221;, 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&#8217;t hesitate to walk away from a company that does not provide superior customer service.<\/p>\n<p>So what makes a call center \u201cstand out\u201d so that customers keep coming back? The ability to have their questions or problems resolved quickly.\u00a0 How does this happen?\u00a0 By a convenient new technology known as web chat service.<\/p>\n<p>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 \u201cmust have\u201d in our highly mobile and competitive marketplace. Chat service is quickly becoming the preferred interaction mode, generating increased levels of customer satisfaction.\u00a0 When we compare chat services, there are a number of things to look at in order to determine if the service is well executed.<\/p>\n<p><strong>Let\u2019s take a look at a few<\/strong>:<\/p>\n<p><strong>Length of Chat Times<\/strong>&#8211; 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\u2019s issue in the first interaction.<\/p>\n<p><strong>Knowledgeable Chat Team<\/strong>-The chat support team should have the same level of knowledge as other email or phone team members.\u00a0 They should be well versed in all aspects of the company in order to provide quick on-the-spot assistance.<\/p>\n<p><strong>Reporting<\/strong>&#8211; Your chat service should document all customer interaction without error along with the amount of time taken to support the customer\u2019s need. Reporting should cover the following:<\/p>\n<ul style=\"padding-left: 40px; padding-bottom: 25px;\">\n<li style=\"list-style-type: circle;\">Average Handle Time<\/li>\n<li style=\"list-style-type: circle;\">Average Speed Of Answer<\/li>\n<li style=\"list-style-type: circle;\">Concurrent Chat Time<\/li>\n<li style=\"list-style-type: circle;\">Offline Chat Requests<\/li>\n<\/ul>\n<p><strong>Proactive Chat Support<\/strong>&#8211; Proactively offering your customer a chance to chat instead of waiting for them to ask can often eliminate customer frustration.\u00a0 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.<\/p>\n<p>While this list doesn\u2019t cover everything, this is a great starting point when evaluating your live chat services.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u201cBring home the customer&#8221;, is a widespread proclamation that we often hear from companies. With numerous options that exist today [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":30741,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"episode_type":"","audio_file":"","podmotor_file_id":"","podmotor_episode_id":"","cover_image":"","cover_image_id":"","duration":"","filesize":"","filesize_raw":"","date_recorded":"","explicit":"","block":"","itunes_episode_number":"","itunes_title":"","itunes_season_number":"","itunes_episode_type":"","footnotes":""},"categories":[154],"tags":[257],"class_list":["post-44220","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","tag-features-that-make-a-chat-service-stand-apart"],"acf":[],"_links":{"self":[{"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/posts\/44220","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/comments?post=44220"}],"version-history":[{"count":0,"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/posts\/44220\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/media\/30741"}],"wp:attachment":[{"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/media?parent=44220"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/categories?post=44220"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/demo.etslabs.ai\/etech26\/wp-json\/wp\/v2\/tags?post=44220"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}