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Support

21% of firms fail to respond to live chat support

960 301 Stuart O'Brien

A study involving businesses based in the US and Europe, including both business and consumer facing websites, has revealed that 21% of companies failed to respond to live chat support requests.

The study, commissioned by SuperOffice, was conducted from over 1,000 websites. To keep the study fair, chat was only initiated during a website’s support hours and only when chat was available and online.

During each chat, questions were asked that were specific to a business. For example, ecommerce stores were asked questions about shipping and handling, while software companies were asked questions relating to free trial offers. After each chat was completed, the site was rated based on the quality of response time, wait time and overall chat experience.

Key findings included:

• 21% of live chat support requests are not answered
• Average wait time for live chat support requests is 2 minutes and 40 seconds
• 55% of companies do not offer transcripts once a chat has ended
• 23% of companies do not ask for contact information before a chat begins
• Average handle time for a chat request is 6 minutes and 50 seconds
• 45% of companies do not ask users for feedback once the chat has ended

SuperOffice concluded that live chat only works if there’s someone behind the software to respond to customers needs.

A white paper based on the study can be downloaded here

Wilmac and Business Systems continue Global Partnership Alliance development…

800 450 Jack Wynn

Well into the second year of its formation, the Global Partnership Alliance created by Business Systems and Wilmac continues to grow in strength by addressing the increasing need for ‘exceptional support and service’ on a global scale, in regards to recording technologies and other related solutions.

Amassing 18 partners across 39 countries, the Alliance – founded in 2015 – was the conclusion of a large number of global customers expressing the need to extend their service and support contracts across their countries of presence. On an international scale, customers hold greater and simpler centralised control of their estate with standardised cost plans and levels of service. Meanwhile, at a more local level, customers receive technical support from the ‘best local provider’ who holds a strong regional presence and is familiar with national regulations.

Founding director of Business Systems, Stephen Thurston, commented: “Systems availability pressures have dramatically increased for companies across the globe, and especially in the financial sector where the majority of our global customers operate. As a result, being able to provide them with high quality services, on time, wherever they need us, is becoming a key business driver for Business Systems. We are excited about partnering with Wilmac to extend our reach and deliver more value to our global customers.”

As well as voice data management and strategy consultancy, technical support services, professional services, remote management and monitoring and staff augmentation are offered to support existing systems for clients including NICE, Verint, Red Box and VPI.

3FOR introduces new training and call centre divisions…

800 450 Jack Wynn

The travel company support specialist, 3FOR, has announced the launch of two new divisions which aim to plug any ‘significant gaps’ in the travel industry market.

The 3FOR Calling division, led by the owner of Fulfil4U, Maria Mills, will offer ‘virtual’ inbound and outbound telephone sales support, including a full service reservations facility, customer service helpdesk (pre and post travel), administration support, out of hours’ call response and weekend call answering.

Furthermore, travel industry professional, Julie Hughes, is heading-up the 3FOR Learning division to provide a package of training programmes suitable for agents and operators, such as; selling skills, closing the sale, telephone techniques and customer excellence. People & performance management, as well as a range of additional bespoke management programmes including ‘Train the Trainer’ has also been incorporated.

Managing director at 3FOR, Trevor Davis, said: “We are a business that prides itself in providing a wide range of sales and support services exclusively to the industry.  We identified that there were gaps in providing both call fulfilment services and tailored training specifically to travel businesses in a cost effective manner – so we decided to solve that problem. “

He continued: “We are partnering with two experienced businesses to provide a professional, cost effective ‘plug-in’ proposition tailored to meet every requirement and budget.”

Leeds-based 3FOR, which was founded in 2014, works closely with a range of tour operator, agent and airline clients of varying sizes to implement ‘hands-on’ knowledge of tour operators, home working, travel retail and key travel support services.

 

Learn more about 3FOR here