5 Proven Strategies to Drive ROI for Sales Chat Part 2 - TELUS International Europe

We use cookies to ensure you get the best experience on our website. By continuing to browse our site you are agreeing to our use of cookies. Read more

Accept
  • 5 Proven Strategies to Drive ROI for Sales Chat Part 2

    January 13 2014

    Part 2

    Sales ChatThe analysis in this article are based on benchmarking study conducted by TELUS International and SPOT Consulting to identify the ideal chat session and an associated set of best practices, with a focus on sales chat.

    Best Practice #3: Be Human!

    An online sales chat interaction should seem like a conversation. Agents need to know how, and be trained to construct a conversation flow within the chat environment. This includes sharing only one or two ideas per response and allowing for multiple back and forth exchanges. To maintain the human element online:

    Know how to construct a conversation flow where:

    – Only one or two ideas are communicated per response

    – During multiple back and forth exchanges:

    Use the right balance between free-form vs. canned responses – aim for 50%

    – Personalize by using customer’s name and other provided info 

    Best Practice #4: Optimize Customer-Facing Features

    Another key driver of the customer experience is the ability to optimize the customer-facing features of your chat platform. The goal is to leverage the sales chat platform to set customer expectations from the beginning of your customer exchange.

    Important customer-facing features:

    – Hours of operation

    – Entitlement process

    – Queue position

    – Wait times

    – Typing notification

    – Encryption of sensitive information

    – Ability to change font size

    – Post-chat transcripts available (usually via email)

    – Added features: co-browsing, page pushing 

    Best Practice #5: Right Metrics = Right Agent Behavior

    It is important to promote a balance between productivity and quality. Metrics like average handle time (AHT) or concurrent chat ratios need to be combined with quality metrics that the agent can control. This ensures that agents can be focused on delivering a positive customer experience without having to rush customers off the sales chat session to hit efficiency metrics.

    Check out part 1 here!



Lo sapevi?

La nostra compagnia madre, TELUS, è uno dei maggiori fornitori di hosting IT del Canada, con oltre 20 anni di esperienza nella gestione di infrastrutture e servizi IT.

Lavorare a TELUS

Se stai cercando un’eccezionale opportunità di carriera e un posto dove mostrare il meglio di te, unisciti alla famiglia di TELUS International. Da noi è diverso e si vede. Guarda tu stesso.

Trova un ottimo lavoro ora

Cosa dicono i nostri compagni di squadra

“Il nostro trasferimento a TELUS International è stato seguito con cura dal Team Transizioni. Questo ci ha fatto sentire che ogni aspetto delle nostre operazioni di supporto fosse preso in cosiderazione. TELUS ci ha offerto un servizio di qualità sin dall’inizio e sarà fondamentale nel momento in cui il nostro business crescerà.”

Cliente di TELUS International
Direttore delle Operazioni
Fornitore di servizi di mobilità