Cloud Chat Solutions Enhance Service and Cut Support Costs
By Tuula Fai on Dec 31, 2012
Customers demand personalized service. With margins thinner than ever, how can you provide it in a cost-effective way? The answer is ‘Chat.’
Not chat as in people milling about the water cooler. But Live Chat, the newest customer service channel, whose use has doubled in the past few years and whose customer satisfaction score is the highest of all online channels.
Chat sessions enable customer service agents to provide real-time, personalized answers to several customers at once, increasing contact center responsiveness and efficiency while decreasing costs. Here are some results from Oracle RightNow Chat Cloud Service customers:
- Inc. 500 Retailer ideeli—Chat enables Ideeli agents to respond to customers within 15 seconds. Faster response times have increased ideeli’s Net Promoter Score and conversion rates while reducing its costs through email deflection and greater efficiency. Chat now accounts for 50% of its customer interactions and is becoming its most popular channel.
- Financial Services Leader Jackson Hewitt—Chat enables Jackson Hewitt to provide real-time support to both tax preparers and end customers, increasing their satisfaction while improving support efficiency with agents handling multiple chat sessions simultaneously. Chat, along with the knowledge base, has reduced calls by 40%, lowering Jackson Hewitt’s support costs.
- High Technology Innovator Xactware—Chat enables Xactware to handle higher support volume without added headcount, despite rapid customer growth. With 75% of inquiries coming through chat, including mobile chat, Xactware has generated significant savings while beating its service level KPIs by as much as 80%.
Using Oracle RightNow Chat Cloud Service, these companies have improved customer service and operational efficiency at the same time, paving the way for sustainable growth and profits.
Join us at an Oracle CloudWorld event near you to learn how Chat, and our other Cloud Customer Service and Support solutions, can help you deliver exceptional customer service experiences. To sign up, please visit our registration page.