Interact with your Web Site Visitor with Customer Service Chat Solutions

Jun 15, 2011 | Publisher: kanasoftware | Category: Technology |  


Interact with your Web Site Visitor with Customer Service Chat Solutions Whether you're looking to enhance the pre-sales experience or maintaining a strong post-sales relationship, providing your customers with an excellent experience when they connect is essential for maintaining their loyalty. Customer service chat is an Internet service that allows the customer to interact in real time with a customer service agent by using an instant messaging (IM) application that's built into the company's Web site. Customer service agents use multimedia routing technology to interact with customers by telephone, fax, e-mail and chat. Chat is a cost-effective way to add personalization and social interaction to the online experience. eService support solutions are becoming very popular and customer service can be greatly improved with live customer service. Customer service software solutions allows customer support operators to chat with the web site visitors and potential customers. By providing your customers with a personalized service with instant escalation for an outstanding support experience, you put the human touch into your self-service customer care options that ensures your customers get the help they need. Your agents can immediately help customers complete their web self service transactions with live chat and web page co-browsing. You can add customer support software to your web site to increase your sales and customer satisfaction. Advantages of using customer service live chat solution: Increased Productivity - Live chat customer service software increases the efficiency and professionalism of your agents. Your customer care agents can engage in multiple chats, making your online eService channel more cost- effective. This also eliminates email exchanges that can endanger the customer experience. Business Growth – Improve revenue growth by providing real-time contact opportunities. Convert opportunity into business by interacting with customers at the presales stage. Improved interaction - Provide real-time online communication to customer when they need it most as many a times customers find it difficult to navigate through web model. Increased Customer Retention - By empowering your customers to choose their preferred method of communication, you ensure they stay satisfied. You can deliver immediate and accurate answers to customer questions and issues. Ensure Confidentiality - Keep sessions private with a security model that has passed numerous audits by financial institutions and keep sessions confidential. Ensure that you're compliant with both corporate and legal privacy requirements Multi-tenant Architecture - Designed for enterprise customer service solutions operations, the multi-tenant architecture supports multiple departments with a separate configuration for each including look and feel, business rules, user accounts, security, language, pre-formatted responses and queues. Automatically route messages to the right queues, enable multiple live chat sessions per agent, pre-format replies, and support quick transfers and conferences with full session transcripts using the customer service chat solutions. Learn more about :- managed services & knowledge management

Interact with your Web Site Visitor with Customer Service Chat Solutions.pdf

About kanasoftware

KANA, the leader in Service Experience Management, provides solutions that deliver a customer service experience that successfully balances customer interests with business goals. KANA's clients report double-digit increases in customer satisfaction, increased revenue growth while reducing contact center costs by an average of 20 percent. KANA's award-winning solutions are proven in more than 600 companies worldwide, including approximately half of the world's largest 100 companies. For more information, visit


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