World-class Webchat management from any web page, at any time to streamline customer journeys & maximise business opportunities

Webchat is one of the fastest growing and popular customer interaction channels online. Consumers have embraced instant, one-to-one messaging between themselves and the organisations behind the websites they visit. Webchat is especially popular amongst users looking to “chat to an agent” after visiting specific pages or having spent a certain amount of time online.

numero' webchat gives organisations the ability to quickly and easily add numero Webchat to any website and transform the facility into a powerful business enabler. Once in place, organisations can choose to initiate webchat sessions at certain times of the day, when agents are free and when certain conditions are met – for example when a priority customer is online. With our help companies can target critical success factors - such as basket conversion, value and abandon rates – and achieve dramatic performance improvements in the process.

Existing contact centre agents and/or dedicated staff can be deployed to support the facility. Each Webchat session is simply treated as any other type of work and allocated to a relevant agent for action. Agents can draw on a library of pre-defined answers to respond to queries while maintaining consistency and brand standards. Webchat sessions are recorded against customer records to provide a 360 degree view of overall relationships and customers receive a copy of the dialogue by email for their records.

key features

• Interprets customer dialogue through proprietary NLP technology
• Includes centralised, self-learning knowledgebase
• Manages workflow so agents can handle multiple chat sessions simultaneously
• Enables repeat dialogue to be routed to nominated agents for development
• Determines which agents are available and offers alternatives such as 'Call Me Back' where appropriate
• Handles different brands/companies from a single platform
• Provides comprehensive management information and reporting
• Automatically recommends agent response to customer dialogue
• Automatically escalates issues to supervisors/managers when conditions are met
• Automatically transfers customer and case data to enable warm transfers between agents, departments and supervisors
• Includes comprehensive audit and QA processes to ensure the highest possible outbound quality
• Checks all dialogue for spelling mistakes and profanities