Live Chat Sales & Service

What is your sales and customer service channel strategy?

As today’s consumers move from traditional in-store help, inquiries and purchases to online channels, companies must consider both their sales and service channel strategy. Self-service FAQ databases and a toll free number were sufficient in the past, but to meet the current demands of consumers, live chat must be integrated into a company's overall strategy. Not only has live chat been proven to increase sales, reduce abandonment, and provide higher customer satisfaction, it is also a more cost-effective and efficient means for companies to service their customers.

Our Solution

24-7 Intouch provides customers with a seamless multichannel strategy for their sales and service needs. Powered by LivePerson software, 24-7 Intouch is able to provide clients access to not only the best technology in the industry, but also our agents who are certified on the LivePerson console, employing comprehensive chat best practices of the two company’s core competencies.

24-7 Intouch offers both Sales & Service Live Chat in a dedicated agent environment:

Our Live Chat Sales Solution utilizes third-generation engagement technology developed to maximize online sales and revenue opportunities by proactively targeting the right visitor with the right message at the right time.  This method of customer engagement is used to affect a desired outcome of advanced online sales initiatives, improved customer satisfaction, and incremental contribution to the bottom line.

How We Achieve This:
  • Certified LivePerson Operations Team – From our top management to our front-line agents, our Chat Operations Team is extensively trained on the LivePerson platform and methodology to optimize sales results.
  • Content Optimization – As part of our total solution, we employ scripting experts to optimize chat content for use to achieve a focused goal of adding incremental revenue to your bottom line.
  • Reporting and Analytics Analysis – Using real-time data to score visitor behavior and history, our technology will prompt proactive invitations and agents will engage with more “hot-leads”, which will result in increased conversions.
Benefits:
  • Increase sales conversions through behavioral targeting and analytics to prioritize audience segments most likely to respond to chat
  • Increase average order size up to 35% by using customer history to introduce custom up-sells and cross-sells
  • Deflect calls and subsequently lower overall costs and increase ROI as agents handle up to three concurrent chats at any given time, and engage customers who might have otherwise called for phone service

Our Live Chat Service Solution utilizes third-generation engagement technology to drive cost efficiencies in the contact center by identifying customers who are struggling with their self-help experience, and proactively connecting them to a live Customer Care Specialist. The result is improved customer satisfaction, increased first contact resolutions, and reduced traffic attrition rates.

How We Achieve This:
  • Certified LivePerson Operations Team – From our top management to our front-line agents, our chat operations team is extensively trained on the LivePerson platform and methodology to optimize online experiences.
  • Rules-Based Engagement Engine and Escalation Process – Our technology allows us to identify specific behaviors that typically result in a poor customer experience, and actively target those visitors to connect them to an agent at exactly the right time, ensuring they receive the attention they deserve.
  • Comprehensive Analytics – Using valuable user behavior data in a comprehensive report form, 24-7 Intouch gains insight into our client’s customer care issues.  Coupling this data with exit interviews, we are able to provide clients direct feedback on how to improve the overall customer experience with their brand.
Benefits:
  • Increased customer satisfaction rates allowing for higher customer retention and loyalty
  • insight into your product and service issues, allowing you to improve your offering and enhance brand reputation
  • Deflect calls and subsequently lower overall costs and increase ROI as agents handle up to three concurrent chats at any given time, and engage customers who might have otherwise called for phone service

To learn more about our Live Chat Sales & Service Solutions for Enterprises, please contact our Dedicated Sales Team at 1.800.530.1121.

Have a question or want to discuss your business needs?



Resources

24-7 Intouch Supports Customer Care Community at SOCAP Symposium 2014  More...

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White Papers produced by 24-7 Intouch provides in-depth analysis and information relating to contact centers and outsourcing. More...


 

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