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Posts tagged ‘Live Chat’

Preparing Your Online Channels for the Holidays


Studies show that when it comes to holiday shopping, it is never too early to start preparing for an influx of customers. According to the National Retail Federation, more than 40% of Americans have already begun their holiday shopping, and 46% will be shopping online. The number of online holiday shoppers in 2015 will be up from last year, and retailers should begin thinking about how they can prepare their online channels to best serve customers. More…

24-7 Intouch Ranked 2nd Interactive Contact Center by CUSTOMER Magazine

WINNIPEG, Manitoba. May 26, 2014 – Global business process outsourcer, 24-7 Intouch, has been ranked 2nd in the Interactive category of the 29th Annual Top 50 Teleservices Agencies Ranking in CUSTOMER Magazine, recognizing it as one of the top contact centers providing interactive solutions which includes live chat and social media.

CUSTOMER Magazine is released by TMC, a global, integrated media company. The Top 50 Teleservices Agencies Ranking recognizes the top inbound and outbound teleservices agencies, both domestic and international, as well as interactive inbound. Teleservices agencies are ranked for being the largest agencies in the industry as measured by the amount of billable teleservices minutes completed in 2013.

In the Global Aggregate category, 24-7 Intouch placed 5th, an improvement from 10th last year. They were also ranked 9th in Inbound Domestic, 7th in Inbound International, 6th in Outbound Domestic, and 6th in Outbound International.  More…

24-7 Intouch Announces Acquisition of Latin American BPO Innovative Contact Solutions

WINNIPEG, Manitoba. October 16th, 2013 – 24-7 Intouch Inc announced today the acquisition of Innovative Contact Solutions (ICS), a multichannel Business Process Outsourcer (BPO) located in the heart of the Americas, Guatemala City, Guatemala. ICS services local and international clients with bilingual solutions ranging from traditional inbound calls, to back office work including help desk, order fulfillment, email response and live chat.

“Our clients are searching for a cost effective, near shore option that provides a skilled labor force, that can maintain a high-touch customer experience,” says Greg Fettes, President & CEO of 24-7 Intouch. “Acquiring ICS, a boutique market leader in Latin America, furthers 24-7 Intouch’s continued commitment to providing innovative global solutions to our customers. ICS shares our vision for the future of our industry and we are very excited to collaborate with such a great team.”   More…

24-7 Intouch to Attend Customer Response Summit Toronto

WINNIPEG, Manitoba. May 28, 2013Representatives from 24-7 Intouch and Social Herd will be attending the Customer Response Summit Toronto, taking place June 17th to 19th, 2013 at the Westin Harbour Castle, in Toronto, Ontario.

The Customer Response Summit is presented by Execs in the Know, who aim to connect people to quality content and promote thought leadership through industry events, peer to peer collaboration, networking, and industry employment opportunities.

This inaugural Canadian event will focus on Customer Care for the Connected Consumer, and provide the opportunity to participate in team brain storming and problem solving with the Canada’s most progressive and innovative customer experience leaders. Holly Berry, Director of Enterprise Sales at 24-7 Intouch will contribute to the community dialogue leveraging her customer care experience within the contact center. Berry will be joined by Matt Wheatley, Director of Sales & Business Development at Social Herd (a 24-7 Intouch company), who will share his social media insight with the group.  Both will round up a complete multichannel approach, relevant to today’s Connected Consumer.

Using VOC to Create the Ideal Online Experience

Digital communication is changing consumer spending habits and online behavior. Leveraging the Voice of the Customer in these channels is the best way to ensure that you have a consistent and efficient engagement strategy. The increased interactions from a multichannel communication strategy will fuel your data, analysis and decision making.

Consumers are becoming more opinionated when it comes to their online expectations, and they’re quick to abandon your website if their experience is not up to par. Providing digital channels to the right customer, at the right time, also means giving your customers the luxury of communicating with your brand in their preferred medium. More…

24-7 Intouch to Speak at SOCAP International 2012 Annual Conference

WINNIPEG, Manitoba. September 28, 2012 – Representatives from 24-7 Intouch will attend the SOCAP International 2012 Annual Conference, running October 14-17 in San Diego, California. Team members will be exhibiting at booth 30 and leading a panel on mobile integration. The panel will take place Monday, October 15th from 2:00 to 3:15 P.M. and include industry specialists Stephanie Whittingham and Denton Chase. 24-7 Intouch’s Senior Vice President of Sales and Marketing, Matt Cockell, will moderate. More…

The Importance of Meaningful Connections

In our webinar, “Make Your Online Connections Count,” panelists Lawrence Solis from LivePerson and Maya Kotecha from Social Herd, spoke on how to create meaningful connections in their respective fields. Lawrence explored the controlled realm of live chat, while Maya, the uncontrolled social media space. Although live chat and social media are different platforms used to engage customers, similar steps can be taken for both to ensure rewarding interactions.

By leveraging insights from technology and VOC information gathered from calls, chats, e-mails, etc., you can get to know your customers, their motivations, and desires. A survey from Cone Communications states the top three things consumers want to get out of an interaction with a brand is to be offered incentives (77%), to have their problems solved/customer service (46%), and to be asked for feedback (39%). The thing consumers wanted least from a brand interaction is to be marketed to (21%). So not only do you want to get to know your customers, but you want to engage with them and develop a long-lasting relationship. A meaningful connection involves more than just making a sale; however, some may have a hard time knowing how to get there. More…

Do you have plans for your contact center of the future?

Check out this great infographic from Astute Solutions.

How are you preparing your customer expectations?

The original post is located here!

Gearing up for Aspire 2012 in NYC

24-7 Intouch will be at LivePerson Aspire in NYC next week.

Some of the featured sessions include:

  • “The Future of Connection” from Robert LoCascio, CEO, LivePerson
  • “360-Degree Customer Engagement” from Erin Smith, Director, Managed Global Services, Petco
  • “Marketing Agility in the Age of the Connected Customer” from Jason Daigler, Manager, Online Product Management, The Home Depot
  • “Turning Social Media into a Lead Generation Tool with Chat” from David Phillips, Online Marketing Manager, Cvent
  • “Taking Chat to SMS:  Using Technology to Get to People When They Need Help the Most” from Brian Pinero, Acting Director, Love is Respect
  • “The Power of the Right Deal at the Right Time:  Achieving Extraordinary Results with Keyword Lift™” from Sara Shikhman, President, Bedroom Furniture Discounts
  • “The Future of Innovation” from Thomas Stat- Co-Founder and Executive Director, Edison Universe, and TED speaker
  • “Empowering your Business Through Community,” from Peter Block—Author of Community


Live Chat Integration – Part 2

Driving ROI: “Return on Invitations” Through Proactive Chat

In the scramble to maintain pace with growing customer expectations and constantly evolving trends in consumer engagement, live chat has become widely accepted as an integral part of any total contact management solution.

As new contact channels have developed, and social media has taken the stage as a focus for 2012 and beyond, live chat technology and strategy have also continued to evolve, offering capabilities for targeted engagement and promising a new kind of ROI, “Return on Invitations”.  Proactive chat, or rules based engagement, is not a new concept, but one that is gaining acceptance (no pun intended), as companies begin to recognize the need for more meaningful customer engagement.