LiveChat

Pain Point

New business requiring low cost scalable multi channel comms including 24/7 webchat

Overview:

  • The client had unknown contact volumes and needed a low-cost flexible scalable solution
  • They engaged us as part of an overall outsourced service for all their customer interactions
  • TMC’s Livechat solution has enabled the client to navigate Covid with minimal fixed costs and still capture every sales lead 24/7

Challenge:

  • Low transaction volumes mean difficulty for Agents to retain knowledge
  • Not cost effective and impractical to use fulltime resources
  • Chatbot impractical due to the wide range of scenarios and low volumes
  • New scenarios appearing on a frequent basis

Solution:

  • We consulted closely with the client to understand their workflows and customer approach
  • We developed chat flows in our Octopus platform that we easy to improve as new scenarios arise
  • We trailed several approaches before we finally settled on an optimal flow

The final solution included:

  • We implemented our Live Chat monitoring service as a trigger-based service to minimise costs and maximise the customer experience with our skilled agents handling the chats
  • We implemented a comprehensive script including a range of chat flows and FAQ’s to “store the knowledge needed” for our agents to simply navigate as Chats are initiated.
  • We integrated an escalation process so that sales leads were immediately forwarded to designated sales teams
  • The client now confidently captures any Sales Leads within minutes of a potential client navigating their website.

If you’d like to know more about our bespoke Live Chat or Chatbot services,

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