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Although Web chat lags behind email as the
touch point of choice, it is still a channel some
customers prefer. Collaborative chat lets your customer
service representatives interact "live"
with your customers by passing instant messages,
Web pages, documents and scripts. Companies using
this technology can reduce their customer contact
costs, as well as increase sales closure rates at
the point of contact.
Like email, Web chat requires agents to exercise
a different set of skills to communicate effectively.
With eQuality Interactive you can:
- Gauge the effectiveness of your CSR's Internet
skills
- Refine newly implemented Internet processes
and
- Optimize the effectiveness of your Web technology
deployments
By developing tight integration to collaborative
chat products based on specific 'begin chat'
and 'end chat' commands, eQuality Interactive
enables you to record and evaluate real-time
chat sessions.
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