40.How we help

How we can help

Live chat is today's critical channel to deliver customer satisfaction and drive sales. And it continues to grow in importance. We work in three areas:

  1. Understand current live chat performance
  2. Improve effectiveness and efficiency of chats
  3. Automate part or all of live chat delivery

Understand current live chat performance

To understand performance you need to do more than score!

Most live chat software ships with an array of statistical measures built in. None of these tell you what the customer asked for and whether your agent responded well.

We will analyse the conversations between customer and agent to reveal insights like:

  • Why the customer engaged
  • The sentiment through the dialogue
  • Whether the agent recommended any products
  • Was a sales close attempted and completed

When you know what your agents are chatting about, you can decide where to prioritise improvement.

Optimise efficiency and effectiveness of chat

We will discuss with you the sales approach that your experience has shown to be the best. We will then take the 'real world' process of needs analysis and solution recommendation and translate into effective digital approaches, structuring efficient and effective dialogue for your agents to use.

We can further assist with how to track results and make meaningful attribution of sales between agents to measure and drive performance.

We can also help you identify sales opportunities that are not being taken and incorporate triggers to enquire of customers.

Automate part or all of the dialogue

Best practice sales conversations follow the same track whether delivered through people or through software. Once the process is defined, automation is a natural extension. It delivers many benefits beyond mere cost reduction.

Through automation you can achieve:

  • Scalable and 24/7 available sales resources
  • Consistent, accurate and fast responses
  • Immediate advice on complex products or solution configuration

We help our Clients move from their current to desired state, whatever the starting point. This may mean pre-automation work like bringing systems, processes and data capabilities up to class leading standards in preparation for and to enable automation.