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Enterprise: Solutions
> Web Based Customer Care
WEB BASED CUSTOMER CARE
Customers today demand web-based support for its convenience and
accessibility. Offering online customer support is a cost effective way
to provide customers with service they’ll value. For a company with an
online presence, integrating web-based customer support to your customer
care strategy is essential. With access to the latest technology and
expertise, 24-7 INtouch can help you achieve this.
24-7 INtouch has evolved alongside the growth of Internet technology and
combined its customer service experience to provide your customers with
a convenient communication channel they demand. We offer a spectrum of
e-services with integrated multi-channel capabilities such as:
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Live
Web Chat
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Email Response
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Web Push
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Dual Web Form Sharing
Live Web Chat
With Live Web Chat, your customers can contact you from the convenience
of their computer and avoid long hold periods over the phone. Using
chat, your website visitors will connect to our eRep specialists to
resolve issues and receive information in real-time, 24/7/365. Using the
co-browse feature, our eReps can lead your visitors through a solution
by directing them to specific pages and/or pointing at specific areas on
the screen. This will ensure your customers receive the support they
need to navigate your site.
Our chat clients have experienced reduction in shopping cart
abandonment, increase in average order size, and overall greater
customer satisfaction by incorporating chat on their site.
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24-7 INtouch Live Web Chat solutions include:
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Co-browse/screen
sharing capability |
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Integrated
knowledge base templates |
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Customized
chat box with logo |
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After hours
message box |
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Pre-chat custom
Web form |
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Spell check and
customized dictionary |
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Automated custom
greetings |
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Chat transcripts
and reporting |
Email
Response
Businesses often get tied down with an influx of email enquires
resulting in delayed email responses or worse, unanswered emails. Email
is an efficient and convenient way for customers to contact your
corporation. 24-7 INtouch Email Response solution is designed to manage
high-volume email inquiries directed to a general mailbox address or
corporate site. We guarantee an email response rate of less than 4 hours
ensuring your customers get their questions answered within a reasonable
time frame.
24-7 INtouch employs an email response management system that
significantly improves response times and efficiency of your emails
correspondence. Our advanced routing capabilities ensure the appropriate
agent receives your emails, suitable auto-responses are in place, and
response templates are integrated with mail merge capabilities for
customization. These features help significantly reduce the handle time
for responses and in turn, increase customer satisfaction levels.
Web Push
With Web Push, our eReps “push” specific web pages to your customers in
real time. This feature assists your visitors with site navigation,
buying processes, or general questions. Web push is typically
administered through a Live Chat.
Dual
Web Form Sharing
Form sharing essentially means our agents and your visitors can view the
same web form simultaneously. Hence, if a visitor to your corporate site
is having trouble entering the correct data to finalize a sale or book
an appointment, our eReps are able to help by completing and submitting
the form for the customer within a secure environment. Dual Web Form
Sharing assists frustrated visitors and encourages them to visit your
site again.
With 24-7 INtouch web-based customer support, your corporation can
provide its customers with convenient and time efficient responses to
their questions at a minimal cost.
Call us today at 1.800.530.1121 to learn more about our Web Based
Customer Care Solutions.
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