Do you know your average response time?
Several options are available before chats start and after they conclude in order to ensure quality and to capture contact information.
In our annual survey of regular Internet shoppers we learned two surprising things. First, there is a large population (17%) of shoppers who prefer live chat above all other communication methods. Twenty-three percent (23%) prefer to use the phone. Seven percent (7%) are most comfortable with social media, and the remainder - 53% of the population - said that "email" was their preferred way to communicate.
Unfortunately, most companies don't pay attention to email with the same science they apply to other methods of communication. You may have an email problem if you find these questions hard, or impossible, to answer:
With integrated email management available from BoldChat, this problem can easily become a competitive advantage for your company.
Our email management functionality works because it supports a collaborative approach to email management. Emails aren't just simple messages, they are pieces of work - sometimes complex work - that need to be managed to resolution. It's the difference between forwarding an email and assigning it. It's the difference between responding to an email and taking ownership of the entire communication.
Subject/body routing directs emails into the correct workflow where they can be accepted, escalated, and resolved. An automatic email distribution engine is also available allowing auto-assignments and re-assignments to occur based on departments. BoldChat’s email management capabilities also allow ownership of an individual email, not just an entire thread, and reports can reflect the individual email and reassignment of the thread when agents are unavailable.
Auto-responders answer many questions without the need for operator interaction while Adaptive Messaging™ puts frequently used responses at the fingertips of support and sales staff.
Automatic time stamping enables the easy-to-use reporting interface to show email statistics such as average speed of answer and average time to close.
Threading technology ties individual emails together and automatically reopens them when customers or prospects respond.
A full history of email communication with a customer provides agents with valuable background when responding to an email. Relate emails to chats to see a holistic view of a customer’s entire communication history.