Web chat is quickly becoming the preferred communication channel for a new generation of web consumers such as Jenny and Gary. However, whilst some organisations are embracing the channel others remain rightly cautious to avoid adding unnecessary cost and overheads to the already busy contact centre.

By adding chat options at appropriate points within a web journey, consumers will react positively to an offer of assistance. The offer of a chat session can be varied and totally within the control of the service business. So for example, when the customer remains static on a key page for an extended period then a chat session can be offered. Alternatively, a chat session can be suggested as deflection mechanism prior to a consumer committing a critical transaction like a high value order cancellation.

numero’s Web Chat delivers the capability for engaging with consumers in this emerging channel, whilst at the same time minimising the amount of time contact centre agents need to take in resolving the query. numero’s solution has been carefully designed to support the contact centre agent to handle this transaction quickly and effectively. As the chat session is integrated into the customer record automatically, then the agent can be dynamically guided to resolve the query quickly avoiding much wasted time and cost.

Each chat event is managed and resourced within the contact centre as part of numero’s multi channel interaction platform. Agent productivity and quality as assured by the use of the numero unified agent desktop that automatically manages the chat as part of a customer/case interaction, retrieves relevant transactional information from back office systems or knowledgebase articles from the integrated content management system.