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Companies
are now realizing the need for the virtual equivalent of the
smiling face behind the counter at the mall. To meet this
demand they are adopting new customer service technologies,
including online self-service based on live, one-on-one chat
sessions with customer service agents over the web.
In addition to humanizing the Internet experience companies
are finding that communicating via the Internet is much
more efficient and cost-effective. According to Bo Wendell,
an industry luminary, “It costs a company $33 each
time a representative takes a phone call. But it costs only
$1.50 to answer the same question via the Web.”
:: Representative Package ::
Greet and Automated Messages
Inter-representative IM (Instant Messaging System).
Inter-representative Video Chat
Status Control (Reps can choose whether they are available,
away, occupied, or invisible).
Session Control (Reps can chat with up to 6 customers simultaneously).
Automatic Call
Chat Transfer: Transfer of customers between representatives
without e-visitors being aware of the process (unless video
is in use).
Ability to for e-visitors to leave messages should their
account representative be unavailable vs. be handed off
to someone new.
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