A client asked us to help them understand how live chat could be utilized as a sales tool while optimizing staffing decisions. Nearly one third of those under the age of 50 are open to chat, so prioritizing a mobile-first experience both pre-COVID and in current times would support the need for a variety of ways to communicate with customers. Our work showed the client how a human-centered approach matched with the openness of trying a portfolio of communication options created an environment that allowed for quick and effective improvement of customer service and sales. We also identified where the chat experience should be available, and which tasks the chat experience is best suited for; additional information necessary to enhance the chat experience and reduce friction that would cause abandonment; design elements to make the experience more authentic, noticeable, and relevant; and, measures of success to improve the chat experience over time.
Companies with existing call centers can leverage this capability to implement live chat. CapTech has the research and heuristics to successfully implement this new customer channel.
Chatbot can add additional capacity to a company’s call center capability as well as add 24/7 functionality for customers anytime they want to interact. Chatbot can be deployed iteratively so large implementations (with large budgets) aren’t required.
Long before contactless customer experiences became common, text bot capabilities were an extremely effective way to manage simple interactions with customers. Text bot can be a valuable part of an omni-channel customer engagement strategy.
Well-designed IVR interactions coupled with automation can greatly increase the capacity of your call center capability. Whether your goal is better routing or call diversion, IVA is an option many companies are considering.
Voice skills can humanize a brand and act as an extension of a company’s existing digital customer channels. Starting with the top tasks performed on your website or mobile app, a voice skill can get deployed iteratively and then matured over time.