These two modules are part of the powerful numero interactive web self service module which also includes secure messaging, dynamic FAQ’s, B2C portal and My Account.

The video below shows how our web self service solution helps an online customer through their online journey.

Now, at first glance you may think that this is simply just another web chat application. However, the powerful underlying business process automation capability within our platform allows us to configure the application in many complex ways to improve the user and agent experience:

• The call to action buttons are shown and hidden based on the defined working hours in the contact centre
• Clicking the live web chat button will perform a further test on agent availability, showing the “Call Me Back” window if no agents are available to chat at that moment.
• If a user is logged into the JDW site, their details are pre-populated on the chat form for the agent; their customer and order details are automatically fetched too allowing the agent to focus on helping the customer
• When a chat session completes, the user is dynamically presented with a survey to check their satisfaction with the service
• All of the forms are branded for each of the JDW Brands.
• An invitation to chat may be automatically popped based on a variety of differing criteria: like the specific web page, the Agent availability, the information passed from the page e.g. Product code, after events like a configurable delay
• JDW do not man their chat centre on Saturdays and so on Fridays the “Call Me Back” schedule dynamically changes to a Monday
• Clicking the “Call Me” button will present the user with the call me form in a popup. If a user is logged into the JDW site their details are pre-populated on the form

Of course, all the Chat and Call Me Back session are captured and powerful analytics are showing some fascinating insights.

Now you think this is usual in a web chat solution. But we don’t think it is. Perhaps, even more surprisingly, no coding is involved in this configuration with all the parameterisation being supervisor managed (not by the IT department).
From a business perspective, our solution is having a profound impact at JDW with increased basket closures and increased sales. Full analytics are available but revenues are increased and the main fear of long fruitless agent handling times has not been seen.

With the solution being available through a SaaS delivery model and implemented in just a few days – what can the barrier be to increased sales and happy customers?

Would you like to know more?
Just call me on

M: +44 7970 222222
E: guy.colclough@thisisnumero.com
Or fill out on line web enquiry form.

Guy Colclough