Similar to a consultative transfer on a voice call, swiftly bridge agents into your live chat thread to better assist customers and improve the overall CX.
In this day and age, more and more people prefer to live chat with an agent rather than having to call into a queue and speak over the phone. If agents can easily transfer a phone call to another agent that has the technical skill or knowledge to better handle a customer's needs, then why shouldn't you be able to do the same with a live chat conversation? And the answer to that question is exactly why Contivio has developed this unique approach to handling chat interactions. We are delighted to announce new updates to our Live Chat Tool and its already robust capabilities. Introducing: Live Chat Conferencing.
Conferencing Agents Into a Live Chat
When customers reach out via chat, there are a few key factors that will determine if that interaction is a positive or negative encounter. Let's dive into these differentiators and touch on how Contivio Chat Conferencing will provide call center agents with the tools to ensure every customer experience is a slam dunk.
First things first, nobody wants to be sitting in a queue for an extended period of time waiting for an agent to answer their questions, regardless of the media channel. The minute a chat is submitted from your website, Contivio will direct the chat conversation to the most qualified agent using adaptive routing options such as skills or CRM assignments, coupled with CRM screen pops to follow. With Contivio Live Chat your customers are swiftly routed to a real agent and aren't wasting time sitting idle in a queue.
Contivio Chat Conferencing rewards call center staff the ability to bridge other agents into an existing chat thread. Either filter and search for available agents in a specific queue or manually type in the desired agent name and quickly bring them into your live chat conversation. Similar to a consultative transfer, or 'warm transfer', agents can even chat amongst themselves beforehand. This will maintain continuity between the agent that answered the initial chat and the agent that will be taking over the conversation.
Call center agents have different skill sets and varying levels of experience and that's just a reality for most businesses. The first point of contact might not always have the correct answer or the knowledge to take care of a customer's needs. What's important is that agents have the necessary tools to manufacture a swift resolution during these interactions. As you will note from our new chat feature above, regardless of who is fielding inbound media and regardless of their competency or skill level, your customers will be taken care of with tact and consideration thanks to Contivio's powerful Live Chat Conferencing features.
As we roll out this update across our global platforms this month, feel free to book a quick demo by clicking the 'Request a Demo' button below. Alternatively, click on this Help Guide link for more literature surrounding Live Chat Conferencing.
Keep in mind these were just a subset of our enterprise call center suite. For deeper insights into channels, routing capabilities, reporting, and CRM integrations please contact us at 1-800-282-8105 or feel free to book a demo by clicking on the link below.
About Contivio: The leading Cloud Contact Center & Telephony solution for your CRM. As a multi-channel contact center provider, Contivio acts as the conduit between the customer and agent to transform your CRM into a fully-fledged call center coupled with IVR, ACD, and CTI.
