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,