More efficient customer service through live chat with effective staffing and a lower cost per customer contact
Well-trained chat agents can conduct more than one chat at a time, reducing the cost per customer contact
More resources for complicated requests
Intelligent control of chat invitations and mapping of 2nd level processes lead to higher efficiency
Reporting & Analysis
The reporting feature allows detailed analysis of efficiency and reveals potential for optimisation
Cost per customer contact reduced by up to 40%
Using live chat increases the efficiency of your contact centre, as issues can be handled much more quickly than for example in long email conversations with customers.
First shot solution rate increased by 45%
The FSSR for live chat is up to 45% higher than with email requests.
Small, redundant requests can be resolved quickly and easily in this way.
Resolving a customer issue directly in chat avoids tiresome emailing back and forth, with redundant requests being swiftly and straightforwardly dealt with on the spot.
Multiple simultaneous chats by one agent
Unlike telephone customer service, with Realperson® Chat Suite one agent can conduct multiple chats at the same time. This reduces the cost per customer contact.
Realperson® Chat Suite includes various tools and features to help handle chats efficiently, such as boilerplate replies, 2nd level integration, and much more.
More Use Cases:
Increase your conversion rate
Boosting sales revenue through live chat
Optimise customer service
Enhancing the customer journey
Improve customer satisfaction
In dialogue with satisfied customers