| KEY BENEFITS |
- Let one agent interact with multiple customers.
- Decrease wait times with customized chat channels.
- Decrease resolution time: customers can send files over chat.
- Require resolution classification prior to chat closure.
- Improve incident resolution with virtual teamwork.
- Add content to the knowledgebase.
- Bring together a geographically distributed workforce for team resolution processes.
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PhaseWare Live Chat gives customers an additional channel for support. Live Chat retains the real-time interaction of the telephone with the text capture of email or live logging. For those customers with hearing loss, Live Chat offers a channel for real time support with distinct advantages over TTY, TDD, phone relay, or email.
Key Features:
- Chat Manager for customized channel setup.
- Chat window integrated into Tracker application; no need to toggle back and forth between applications.
- Upload capability from the Self Service Center.
- Team can view and discuss an incident in real time.
Today’s customer service environments require multiple support channels for operational efficiency, faster service cycle time, and customer engagement. Live Chat increases internal productivity and reduces operational costs while providing the customer and the support team with an additional method of communication.