Our Managed Live Chat service uses live chat technology by identifying customers who are struggling with their self-service experience and proactively connects them with one of our Chat Operators. The result is improved customer satisfaction, smoother first-line support for our customers, and a lower turnover of visitors.
How we achieve this:
- Experienced Operations Team – our Chat Operators are extensively trained to optimize online customer experiences. We do this in 5 different languages: Dutch, English, French, German, and Spanish.
- Rules-Based Engagement Engine and Escalation Process – the technology we use allows us to identify specific behaviours that usually result in a bad customer experience. We actively target those visitors and connect them with a chat operator at the right time, so they get the attention they deserve.
- Comprehensive Analytics – Using valuable data on user behaviour, Digital Customer Care Company provides you with insight into customer care issues. By linking this data to exit interviews, we’re able to provide our clients with direct feedback on how they can improve the overall customer experience in their brand.
- We’re Getting Infinitely Smarter – All chats are stored in our advanced in-house knowledge base, which customers can review. The customer can add notes, FAQs, and support tickets. This means that we’re constantly learning and getting better with every chat, making your customers more and more satisfied.
- Increased customer satisfaction resulting in higher customer retention and loyalty;
- Preventing incoming calls resulting in lower total costs and increased ROI when our chat operators can process up to three simultaneous chats at any one time and interact with customers who would otherwise have called
- Understanding your product and service issues so you can improve your offer and brand reputation.
- Travel & Hospitality;