Here we have bundled explanations of terms relating to digital customer communication and the subject of live chat. Of course, we do not claim to be complete and will update this area for you on an ongoing basis. If you have more questions about terms, contact us. We are happy to expand our glossary for you or answer your questions, e.g. how live chat can also support the business in your company, in a personal conversation.

• 24/7 Availability

  Available 24 hours a day, 7 days a week.

• ACD

  ACD steht für Automatic Call Distribution, ist also ein Automatisches System für die Beantwortung von eingehenden Gesprächen. Meistens für Call Center, wenn alle Mitarbeiter im Gespräch sind.

• Agent Panel

  Gerät, an dem der Chat Agent den Live Chat bearbeitet, wie zum Beispiel an einem Computer oder einem Smartphone.

• Average Handling Time

  Als “Average Handling Time” bezeichnet man im Live-Chat die durchschnittliche Zeit eines Dialogs zwischen Chat-Agent und Kunden.

• Chat2Chat

  Weiterleitung des Chatgesprächs an einen anderen Chat Agenten, der beispielsweise in der richtigen Abteilung sitzt um das Anliegen fallabschließend bearbeiten zu können.

• Chat2Mail

  Weiterleitung des Chatverlaufs an eine oder mehrere Mailadressen, um beispielsweise nicht zeit intensive Anfragen fallabschließend bearbeiten zu können.

• Chat2Phone

  Weiterleitung vom Online Chat zum Telefongespräch. Sinnvoll für die Weiterleitung an einen Call Center Mitarbeiter, wenn das Anliegen telefonisch geklärt werden muss.

• Contact Center Prozesse

  Ein Contact Center ist ein anderer Begriff für ein Call Center. Ein Call Center ist ein Betrieb mit Mitarbeitern, die auf Kundenberatung via Telefon spezialisiert sind.

• Conversion Rate

  Die Conversion Rate beschreibt die Umwandlungsrate innerhalb eines Prozesses. Für eine Website heißt das, dass man zur Berechnung der Conversion-Rate zum einen die Anzahl der Besuche einer Website und zum anderen die Anzahl der getätigten Transaktionen herangezogen und wie folgt berechnet:

  Anzahl Transaktionen / Anzahl Visits x 100
  Diese Berechnung ergibt dann einen Prozentwert – die Conversion Rate. Je höher dieser ist, desto besser ist die Conversion Rate.

   

• CRM

  CRM steht für Customer Relation Management. Also das Beziehungsmanagement zwischen einem Unternehmen und Ihren Kunden. Heutzutage wird dieses in der Regel über eine Datenbank nachgehalten, in der die Daten und der kommunikative Austausch aller Kunden verzeichnet und gespeichert werden, damit diese Informationen mitarbeiterübergreifend zur Verfügung stehen.

• Cross-Selling

  Cross-selling in marketing refers to the sale of complementary products or services. An example would be a care spray for new shoes.

• Facebook Like Box

  Window on the website where you can like a Facebook and see who has already “liked” the page of his friends.

• Facebook Messenger Chat

  The Facebook Messenger feature for the Realperson Chat Suite. The extension, officially released by Facebook, allows chat agents to centrally manage and process Facebook Chat requests via the Realperson Chat Suite, in addition to online, mobile or video chat requests. The Facebook Messenger now has more than a billion users worldwide and is becoming increasingly important in digital customer communication – both for service chat and for sales chat. In the meantime, even flight bookings are handled via Facebook Messenger.

   

• First Shot Solution Rate

  The “First Shot Solution Rate” is defined as the rate of dialogues which can be brought to completion in the first try, by for example placing an order.

• Inhouse Chat-Lab

  optimise-it’s chat lab consists of our trained chat agents, who will take over the chatting for your company, as well as our reliable service management, as a personal contact person for our full-service model. For customers, this means they can rely on chat agents with years of live chat experience. Moreover, it is possible to realise it with short-term optimise-it chat projects.

• Intelligentes Routing der Chat-Anfrage

  Information about the customer from whom the chat request comes from, which website he is currently visiting, which website he is currently on, which browser and which operating system he is using, or which articles he has in his shopping cart etc.
  This information supports the chat agent during the consultation.

• Live-Chat

  Written conversation between two or more people for customer advice or for a sales pitch, the news is transmitted live and in real time, which means that it is a dynamic conversation where both parties can interact directly. Live chat is used in the business environment as a service chat or as a sales chat.

• Mobile-Chat

  Responsive live chat on mobile devices, such as Smartphones or tablet PCs.

• Multimedial Communication

  Possibility to send multimedia files such as pictures, videos or audio files in live chat.

• Online Video-Chat

  Live chat, while the conversation partners can see through the webcam. Visual contact builds trust between chat agents and customers.

• Peer2Peer Chat

  Live chat, by equal users, so customer and customer advisor use the same system – for example, a computer.

• Privacy compliant customer communication

  Customer communication that complies with all German data protection laws, such as the “Bundesdatenschutzgesetz”, the “Telemediengesetz”, or the GDPR (General Data Protection Right).

• QR-Chat

  A chat opened by scanning a qr code. It can be placed on offline print documents like flyers, business cards, or even posters. From there you can forward to, for example,the facebook messenger or a responsive mobile chat.

• Realperson® Chat Suite

  The live chat solution of optimise-it GmbH, for which there are various features, such as Facebook Messenger, WhatsApp, video, or QR-Chat, as well as co-browsing.

• Realtime communication

  A communication that takes place between the two communication partners without delay. Examples of this are phone calls or even a live chat. An e-mail is NOT real-time communication.

• Sales Processes

  All activities in the sales process of a service or product from provider to customer. Examples include new customer acquisition, customer loyalty and customer recovery and the selection of distribution channels.

   

• Sales-Chat

  Live chat as sales pitch. In sales chat, requests from customers can be processed easily and in real time, so that the customer does not have to wait. In addition, the chat agent can promote cross-selling and up-selling to the customer – almost as in stationary trading – or provide advice in the ordering process. Cancellation rates are reduced by the sales chat and the conversion rate is increased. Thus, a professional sales chat is your business and effectively contributes to the increase in sales.

• Service-Chat

  Live chat as a communication method for existing customers. In the service chat requests from customers can be processed easily and in real time, so that the customer does not have to wait. Another advantage is the exchange of links via the chat window to directly refer to page content or forms. Live chat service advice is characterized by increased customer satisfaction and a high first shot solution rate. Thus, a well-established service chat is a real benefit for your business.

• Up-Selling

  In marketing, cross-selling refers to the sale of higher-value products and services instead of the product initially requested by the customer through plausible arguments. An example would be a car equipped with useful additional features.

• WhatsApp-Chat

  Use of the instant messenger service WhatsApp for digital customer communication. We support WhatsApp communication with our Realperson Chat Suite. Manage and process the inquiries to the mobile messenger WhatsApp centrally together with the requests from Facebook, online, mobile chat, etc. on your agent panel. Learn more.