20 March 2008

New CONTACT module offers web chat to improve customer service

Multi-channel communication specialist, Datasquirt, has released a new web chat module for its market leading CONTACT™ software platform.

CONTACT’s web chat module provides a live-chat channel for customers to engage instantly with call center agents, directly from a customer’s website.  The chat toolset integrates easily with existing website infrastructures, allowing customers to click a button to chat in real-time with contact centre agents.

The module supplements CONTACT’s existing suite of non-voice communication channels which include email, SMS/text messaging and fax. Customers who implement this new channel will be able to increase website conversion rates and potentially reduce cost-per-acquisition, while increasing customer satisfaction.

As with all CONTACT channels, all chat sessions are queued for handling by the appropriate agent, as well as being stored against the customer record in the CONTACT CRM system.  Full skills-based routing, and detailed cross-channel reporting and operational information is available. CONTACT's powerful classification and text processing engine can be used to provide auto-responses to customers without requiring an agent's intervention.