This Day On The Street
Continue to site
ADVERTISEMENT
This account is pending registration confirmation. Please click on the link within the confirmation email previously sent you to complete registration.
Need a new registration confirmation email? Click here

BT Research Finds Webchat Increasingly Effective Contact Center Communication Channel

It was found that webchat creates a highly positive customer experience, one which is at least as good as a phone call and often superior. Almost three quarters of advisors interviewed agreed that webchat offers customers better service compared to calls. This was attributed to the speed that customers can connect to webchat, typically stated as one minute or less. This is considerably faster than customers might experience when dialing into a menu-driven call center system, with its attendant transfers and hold periods. When initiated effectively, webchat puts customers straight through to an advisor with the relevant skills.

With many customers and advisors now using social media and instant messaging in their personal life, webchat was perceived strongly in terms of ease of use, offering specific benefits such as the ability to quickly cut and paste standard information and being able to scan entire conversations to check customer needs have been met. Overall, 88 per cent of advisors said they like webchat, many of these went further and expressed very high levels of satisfaction.

Many advisors were found to be able to engage in multiple webchat conversations at once, increasing their productivity. Two parallel sessions were normal, with some advisors claiming they could manage more. Webchats between advisors and their colleagues were also common. Advisors suggested that these make them more effective, as they can ask for assistance in real-time while helping customers, and generate a better working environment, with greater team spirit.

From the perspective of management, webchat is a positive development. Written conversations leave a clear audit trail and team leaders are able to easily and quickly step into a webchat. The big advantage is that, unlike calls, the manager can quickly scan through the entire conversation without the need for the customer to repeat themselves. This means escalation processes are far easier from both the customer and manager perspective.

2 of 3

Check Out Our Best Services for Investors

Action Alerts PLUS

Portfolio Manager Jim Cramer and Director of Research Jack Mohr reveal their investment tactics while giving advanced notice before every trade.

Product Features:
  • $2.5+ million portfolio
  • Large-cap and dividend focus
  • Intraday trade alerts from Cramer
Quant Ratings

Access the tool that DOMINATES the Russell 2000 and the S&P 500.

Product Features:
  • Buy, hold, or sell recommendations for over 4,300 stocks
  • Unlimited research reports on your favorite stocks
  • A custom stock screener
Stocks Under $10

David Peltier uncovers low dollar stocks with serious upside potential that are flying under Wall Street's radar.

Product Features:
  • Model portfolio
  • Stocks trading below $10
  • Intraday trade alerts
14-Days Free
Only $9.95
14-Days Free
Submit an article to us!
SYM TRADE IT LAST %CHG

Markets

DOW 18,043.84 -26.56 -0.15%
S&P 500 2,105.46 -9.03 -0.43%
NASDAQ 4,971.9010 -45.0280 -0.90%

Partners Compare Online Brokers

Free Reports

Top Rated Stocks Top Rated Funds Top Rated ETFs