Web Chat Queuing

Web Chat allows online customers to request live interaction with your contact center agents by establishing a one-to-one text conversation. As a fully integrated module of Zeacom Communications Center, Web Chat applies all the skills based routing and queuing parameters of Zeacom Communications Center to your web-based customer interactions. This means you can direct customer chat requests to specific individuals or departments that are best equipped to respond to them.

Web Chat is also fully integrated into Zeacom Communications Center’s comprehensive reporting package, ensuring that contact centre managers have a complete picture of all customer contact, regardless of the medium used.

Web Chat requires the agent to be running Agent Desktop in order to log in and take delivery of Chat calls.

Did you ever think it would be great if your contact center agents could ‘show’ a customer exactly which web site or website page they are referring to in a conversation with a customer? With Web Chat, agents have the ability to ‘push’ a URL directly to online customers, providing a significantly higher level of customer service.

Web Chat is a great way to make your website more interactive by encouraging customers to contact you with a click of the mouse. With Web Chat, your contact center can provide superior customer service and human-enable your website to generate more revenue.

To find out more read the Web Chat Queuing Fact Sheet

Business Drivers

• Maximize the sale opportunities achieved from the e-commerce side of your business by giving potential customers a simple way to interact with your contact center from your website.
  
• Reduce website abandonment rates, by providing web users with real time access to a contact center agent to assist.
  
• Centralize the management of all forms of customer interaction within a single environment.
  
• Improve efficiency and productivity of your contact center by applying skills based routing to all communications.
  
• Centralized reporting on all contact methods gives managers the tools they need to maximize contact center productivity.
  

Web Chat Queuing Features

Web Chat provides the following functionality:

• Allow callers to communicate in real-time with contact center agents via a text chat session.
  
• Single administration interface for setting up agents for dedicated or blended delivery
  
• A ‘Chat’ button on your website provides a link to the Web Chat login template; you can also have multiple Chat buttons on different pages, which are linked to different Chat addresses or queues.
  
• ‘Request New Chat’ template gives chat users the information they need to establish contact with your contact center such as current local time, operating hours in local time and status of your contact center (open/closed).
  
• Web users can request a chat using their email as their identifier.
  
• Web users can enter their name or nickname so that the contact center agent can greet them in the correct way.
  
• All the functionality of Zeacom Communications Center such as skills-based routing, reports operating modes etc are available in Web Chat.
  
• Zeacom provides the backend Web Chat information fields required for a customer to build their front end web page or a third party web designer can be used to design the web front end to the customer’s requirements.
  
• Zeacom provides a standard website template that can be used by customers as is.

Web Chat Queuing Benefits

Web Chat offers some unique benefits:

• Web Chat gives the customer the option of making contact via a text chat session which has become a preferred mode of communication for many.
  
• Web Chat is easy to use for both the customer and for agents, saving the time and expense associated with training.
  
• Customer service levels and web based sales revenues can be dramatically improved by offering online chat sessions to support web content on your site.
  
• Skills-based routing ensures that web chats are directed to the agent best able to handle them, in the same way that calls are. This improves customer service and reduces handling time.
  
• The module includes powerful reporting tools, bringing the monitoring of web chat contacts into the realm of contact centers.
  
• Zeacom provides a single, fully integrated solution for telephone and web based contacts.