Chat

Live chat software can bridge the gap between web self–service and phone–based interactions. It provides a way to engage a customer or prospect before they abandon a purchase or when they have problems solving their own customer service issue. Customers who engage with a customer service agent through interactive chat while on a company’s website have longer than average sessions, higher conversion rates, and increased customer satisfaction.

Business Challenges

• Customers abandoning your website
• High rate of shopping cart abandonment
• Need to reduce or control contact center costs
• Increase customer’s satisfaction with faster response to issues

Solution

RightNow Chat facilitates real–time chat sessions between your agents and customers. As a stand-alone application, or delivered as part of a comprehensive RightNow Web Experience, RightNow Chat helps to resolve customer issues, increase purchase conversion rates, and can be configured to meet your organization’s unique business requirements. Chat sessions can be initiated by an agent, by a customer, or triggered automatically based on pre–defined rules.

“Let’s say one of your support people talks to a customer on the phone and suggests a solution to their problem. If the customer tries that solution and it doesn’t work, he or she may wind up initiating a chat session with a different support person the next day. In a contact center environment where you’re managing each of your communication channels separately, the customer will have to explain the problem again and explain what the first support person suggested before the second support person can start resolving the situation. That’s aggravating to the customer and a big time–waster for your staff.”

–Mike Nikzad, Vice President of Customer Relations, Iomega

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