Wednesday Jan 30, 2013

Best Practices for Incorporating Live Chat into your Contact Center by Carol Volk and Tuula Fai

If you’re in Customer Service, chances are you’re heard the buzz about chat. Chat is the most popular service channel, chat usage has doubled in the past few years, and chat makes agents more productive because they can handle multiple chats at once versus one phone call. Sounds great but you think, If I start offering chat, won’t I be inundated with requests? My agents can barely keep up with our support inquiries as it is!

Put aside those fears by adopting chat best practices. Carol Volk, Oracle Senior Principal Product Manager, shows you how with four easy steps in her Next Generation Chat Webcast, which she co-presented with International Customer Management Institute.

The four steps are:

  • Choose Your Metrics—Choose metrics that align with your business goals for Operational Efficiency, Customer Retention, and Customer Acquisition. Keep your goals balanced as an Efficiency goal like reducing Average Handle Time (AHT) may work against a Retention goal like Customer Satisfaction Score (CSAT).
  • Plan Placement—Place Proactive Chat and Click-to-Chat on pages that align with your business goals. For example, you can place chat on your support homepage for Operational Efficiency, on your page headers and footers for Customer Retention, and on your product pages for Customer Acquisition.
  • Customize the Solution—Create a Chat interface that appeals to the customer, reinforces trust in your brand, and feels like a natural extension of your website. Within your contact center, integrate customer history onto a simplified agent desktop so your support team has just the information it needs to resolve issues through chat. 
  • Control Volume—Manage your chat volume by controlling the number of Proactive Chats you offer based on pre-defined business rules, and the number of Click-to-Chat links you provide on your website. You also can manage volume by building in throttles based on agent availability and queue wait time thresholds. Some companies simply start by offering chat for only a few hours a day and then slowly ramp up as their agents become more comfortable.

For more Chat best practices, please listen to the full Webcast or visit Oracle’s Chat Cloud Service Webpage. 

For further information, you can contact us at 1.866.630.7669, or come to an Oracle CloudWorld event near you. Registration is free.

Social, Customer Experience, and the Cloud

Oracle held its second CloudWorld event in Los Angeles yesterday. Social permeated throughout sessions the entire day touching on customer experience (CX), sales performance, and service and support optimization.[Read More]

Executive Q&A with John Andrews: Part II – A Deeper Dive Into the Data that Powers Personalization 


Part II of our interview on personalization and commerce with John Andrews VP of Product Management, Oracle Commerce.     



Q.  In Part I of your post you talked about having to have a good handle on your product and customer data to achieve personalization.  What if you are dealing with a new customer or have little profile data?  How do you personalize the experience? 

If yours is like most commerce organizations, you don’t have complete (or any) data of the vast majority of shoppers. New customers are the lifeblood of online storefronts, but building out profiles for every one can prove to be a near impossible task. The good news is that in addition to commerce platforms that can automatically collect this data, there are new ways to round out your customer information beyond how they interact with your site. Social data is a great way to take personalization to the next level and Facebook is the easiest – but certainly not the only place - to start. Facebook has loads of free, accessible information on their users like their demographics, even brands they like and their comments on products. Enrich product information and merchandising efforts by capturing Likes and user comments from the Social Graph. If appropriate for your business, get customers to log in with their Facebook account to leverage information to round-out user profiles and segments housed in your commerce platform.

While segments and personas help simplify the definition and delivery of tailored experiences, the reality is that no two members of the same segment have identical needs. This is why having scalable technology in place to deliver dynamic experiences that adapt to every visitor  - anonymous or loyalist – is critical.  With a solid base of customer profile information, segment information, and rich, well-attributed product information, the next step is having the right technology in place to put this data and content in to action.
[Read More]
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