Chat lab

For more than 15 years (since 2002), optimise-it GmbH has been a leading pioneer in the chat market and has perfected chat operations. Customers and partners value structured processes, transparency and proactive assistance.
Would you like to establish live chat as one of your company’s communication channels? Or are you dissatisfied with the performance of a chat service you are already using? Whether your focus is on a sales approach, or whether you want to further prioritise the service experience using chat, optimise-it will provide you with expertise drawn from over a decade of chat experience.

Chat agents

The chat agents at optimise-it are all digital natives, and notable for their extensive sales and service chat experience. They constantly improve their performance through frequent training and are more versatile than the agents in ordinary call centres. They also have cross-industry knowledge and years of experience in dealing with new and existing customers. There is continual work ongoing to develop new performance and quality improvement processes or adapt existing ones.

Hallmarks of our chat agents

Highly developed quality consciousness
Strong performance focus
“Digital natives”
Years of experience as a sales or service chat agent
Faster-than-average handling times

Service management

We work with you to compile the KPIs that are important to your success, support you in building an efficient chat team, and remain on hand day after day to assist you in making live chat a success. As an optimise-it customer, a dedicated service manager is available to you on request as a personal contact who will help you boost your economic success through chat.

Selected examples of service manager support

On-site training for chat agents and team leaders
Regular meetings and preparation of chat reports
Custom configuration of Realperson Chat Suite
Quality management and highlighting of optimisation potential
Change management and assistance with capacity planning

About optimise-it GmbH

optimise-it GmbH has spent more than 15 years developing highly dynamic enterprise-level chat and messaging platforms and released the first professional WhatsApp solution on the European market. The innovative WhatsApp service allows companies to implement efficient customer communication as part of their contact centre processes. The Hamburg firm’s chat services are used by leading industry giants such as AIDA Cruises, ERGO Direkt Versicherungen, BASF, innogy, VERIVOX and Schweizerische Bundesbahnen (SBB).

Ausgewählte Referenzen

Discover all features of the Realperson® Chat Suite