Speed ​​of interaction with the company

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To have a competitive advantage in the market, it is necessary to reduce the response time to a few seconds. According to the Service Level standard, 80% of chats in contact centers should be accepted within 20 seconds. Most often, companies set the response time for a request to 1 minute. Based on the practice of LiveTex clients, we can say that the optimal time is for the user to wait for a response and not close the dialogue.

Use modern technologies to provide fast customer support. For example, a chat platform at LiveTex , which combines all text communication channels in one place. CC employees do not need to switch between interfaces of different programs - all messages can be answered from a single application. A wide range of tools will help operators process requests faster, for example, quick responses - pre-prepared phrases for frequently asked questions, or hot hong kong mobile phone numbers database keys for quickly calling application commands, etc. To improve the quality of service, operators have access to spell checking to avoid typos, and transfer to another employee in a couple of clicks, while the communication history will be available, and the client will not need to repeat the question twice.



You can also connect chatbots to relieve operators and provide instant responses 24/7. They will take on a large (up to 80%) part of routine questions, and will also prevent a queue from building up, answering any number of visitors simultaneously.



Personalized service

According to research by Accenture, 56% of people are more likely to buy again where they are recognized by name, and 65% are more likely to buy where they are recommended options based on their purchase history. That is, consumers increasingly want to use the products and services of companies that will understand and take into account their unique needs.

The LiveTex chat platform has various features for personalizing communication: from simple tools to individual integrations.

Pre-chat fields. Set fields to fill in before the start of the dialogue, and the operator will be able to address the visitor by name.