+1-833-247-CHAT
We know live chat since its inception
From years of our experience we have learnt what it takes to help you make live chat a core channel for your customer service, lead generation and technical support.
Managed Live Chat
1
Business Analysis
Before breaking down in to operator and process based KPIs, this type of report covers overall big picture of your live chat project.
Total number of chats, total leads converted, average customer satisfaction, average first response time, average chat handle time and overall operator’s availability are few participants of this report.
1
Business Analysis
Before breaking down in to operator and process based KPIs, this type of report covers overall big picture of your live chat project.
Total number of chats, total leads converted, average customer satisfaction, average first response time, average chat handle time and overall operator’s availability are few participants of this report.
Knowing your products and services
The first most important to begin with is gathering as much information as we can about what we are going to sell, serve and support.
Understanding your customers
After knowing your products/services we start understanding your target audience. Information about the geographic, demographic, psychographic and behavioral segmentation plays a vital role while creating a live chat plan.
Your organizational culture
Here we make a note of your business values, style of management and workplace ethics. Because of this we become as good as your own team and your customers will swear that we in the same office with you.
Your marketing mix
Information about your ongoing digital promotional campaigns, referral programs, partnerships, mass media marketing messages and other marketing efforts can help us understand what customer is asking about and how we are going to deal with that.
Competitor footprints
Our job before implementing live chat on your website is to check how your competitors are playing on the same ground and then we strategize about how we can beat them and create your competitive difference.
Knowing your products and services
The first most important to begin with is gathering as much information as we can about what we are going to sell, serve and support.
Understanding your customers
After knowing your products/services we start understanding your target audience. Information about the geographic, demographic, psychographic and behavioral segmentation plays a vital role while creating a live chat plan.
Your marketing mix
Information about your ongoing digital promotional campaigns, referral programs, partnerships, mass media marketing messages and other marketing efforts can help us understand what customer is asking about and how we are going to deal with that.
Your organizational culture
Here we make a note of your business values, style of management and workplace ethics. Because of this we become as good as your own team and your customers will swear that we in the same office with you.
Competitor footprints
Our job before implementing live chat on your website is to check how your competitors are playing on the same ground and then we strategize about how we can beat them and create your competitive difference.
2
Business URL Analysis
We develop your web KPIs and mold our live chat strategy to be a perfect fit. Every part of your website is playing its unique role while engaging with customers.
Using google analytics and other web analytic softwares we track your web metrics and make them part of your live chat strategy.
2
Business URL Analysis
We develop your web KPIs and mold our live chat strategy to be a perfect fit. Every part of your website is playing its unique role while engaging with customers.
Using google analytics and other web analytic softwares we track your web metrics and make them part of your live chat strategy.
Web traffic sources
Your visitors may be coming from your latest online campaigns that you launched on search and display networks or biggest source can your targeted media buy. Few of other hundreds of sources can be guest posts, partner pages and referral programs.
Top landing pages
Your website pages that are receiving most of the visitors are the welcome doors of your business. Customized and proactive greetings become the first hand shake with potential customers. Looking at the source of traffic and type of your top landing pages we plan about how to grab every single opportunity.
Exit pages
Your website’s frequent exit pages tell us a story of your visitors landing on your pages and leaving your site without converting in to customers. We find out the correlation of total page visits and where visitors ended their session in order to create a chain of customized greetings for every single page.
Bounce rate
Higher bounce rate of your website is an alarming situation. You may be spending a lot on marketing campaigns but your web pages are taking more time to load or information on your pages is not engaging. If your website load times are normal, then bounce rates can be lowered down by 50% through live chat.
Average time per visitor
Proactive vs reactive chat strategy depends on the average time your visitors are spending on website. B2B business websites have higher and B2C sites experience lower numbers. Careful analysis of both categories can yield more and engage visitors on right time when they actually need help.
New vs returning visitors
New visitors are sales opportunities and returning visitors need help. Both demand different level of service and we make it possible to acquire more and retain the existing ones through effective strategies. Returning visitors are also the biggest source of collecting feedback and making changes to existing processes.
Visitor platform analysis
Potential customers accessing your website on their mobiles and tabs can be annoyed if chat popup is covering the most of the readable space on your responsive websites. Similarly, visitors coming from different browsers and operating systems help chat operators to proactively understand their issues.
Your conversion funnel
The journey of visitors landing on your page and converting through a specific page can be the biggest source of information while streamlining A/B testing and creating qualifying questions.
Web traffic sources
Your visitors may be coming from your latest online campaigns that you launched on search and display networks or biggest source can your targeted media buy. Few of other hundreds of sources can be guest posts, partner pages and referral programs.
Top landing pages
Your website pages that are receiving most of the visitors are the welcome doors of your business. Customized and proactive greetings become the first hand shake with potential customers. Looking at the source of traffic and type of your top landing pages we plan about how to grab every single opportunity.
Bounce rate
Higher bounce rate of your website is an alarming situation. You may be spending a lot on marketing campaigns but your web pages are taking more time to load or information on your pages is not engaging. If your website load times are normal, then bounce rates can be lowered down by 50% through live chat.
Exit pages
Your website’s frequent exit pages tell us a story of your visitors landing on your pages and leaving your site without converting in to customers. We find out the correlation of total page visits and where visitors ended their session in order to create a chain of customized greetings for every single page.
Average time per visitor
Proactive vs reactive chat strategy depends on the average time your visitors are spending on website. B2B business websites have higher and B2C sites experience lower numbers. Careful analysis of both categories can yield more and engage visitors on right time when they actually need help.
New vs returning visitors
New visitors are sales opportunities and returning visitors need help. Both demand different level of service and we make it possible to acquire more and retain the existing ones through effective strategies. Returning visitors are also the biggest source of collecting feedback and making changes to existing processes.
Your conversion funnel
The journey of visitors landing on your page and converting through a specific page can be the biggest source of information while streamlining A/B testing and creating qualifying questions.
Visitor platform analysis
Potential customers accessing your website on their mobiles and tabs can be annoyed if chat popup is covering the most of the readable space on your responsive websites. Similarly, visitors coming from different browsers and operating systems help chat operators to proactively understand their issues.
3
Our Homework
Our people are your team who are equipped with seamless capabilities to build tool kits that are helping hands during every process while helping your customers.
We aim to optimize your lead management process to a considerable next level.
3
Our Homework
Our people are your team who are equipped with seamless capabilities to build tool kits that are helping hands during every process while helping your customers.
We aim to optimize your lead management process to a considerable next level.
Strategy documentation
The results that you are going to see from the chat in action heavily depend upon the approach we use. We document a road map, write down goals and objectives, set benchmarks and delivery protocols, define processes and integrations before we actually start implementation.
Knowledge banks
Headquarter of live chat support is knowledge bank where data collected from business analysis and your website analysis is converted in to information. Qualifying questions, support procedures, your business info and everything related to your products and services are parked in knowledge banks.
Greetings and canned responses
We are the artists of your customer happiness. Setting up proactive greetings for every single page, adding qualifying questions in to canned responses is part of our home work. This helps in achieving minimum response time benchmark.
Process development
Your leads should go in to your CRM directly with a note for your sales team. Similarly follow ups must be scheduled and there must be a process to collect feedback. Complain management and technical support have different processes to follow. We develop these strategic processes and achieve our benchmarks.
Ongoing optimization
Process development is not one-time effort rather an ongoing job. Products, workflows, services, security levels, platforms, integrations etc can never be stagnant rather change frequently. We are always on our toes and optimize processes accordingly.
Training of agents
Training of agents is divided in to workshops, simulations, on job training, video conference calls and in house testing. We work on their etiquettes, feed them with technical knowledge and instruct how to keep the pace up without loosing any bit of information.
Strategy documentation
The results that you are going to see from the chat in action heavily depend upon the approach we use. We document a road map, write down goals and objectives, set benchmarks and delivery protocols, define processes and integrations before we actually start implementation.
Knowledge banks
Headquarter of live chat support is knowledge bank where data collected from business analysis and your website analysis is converted in to information. Qualifying questions, support procedures, your business info and everything related to your products and services are parked in knowledge banks.
Process development
Your leads should go in to your CRM directly with a note for your sales team. Similarly follow ups must be scheduled and there must be a process to collect feedback. Complain management and technical support have different processes to follow. We develop these strategic processes and achieve our benchmarks.
Greetings and canned responses
We are the artists of your customer happiness. Setting up proactive greetings for every single page, adding qualifying questions in to canned responses is part of our home work. This helps in achieving minimum response time benchmark.
Ongoing optimization
Process development is not one-time effort rather an ongoing job. Products, workflows, services, security levels, platforms, integrations etc can never be stagnant rather change frequently. We are always on our toes and optimize processes accordingly.
Training of agents
Training of agents is divided in to workshops, simulations, on job training, video conference calls and in house testing. We work on their etiquettes, feed them with technical knowledge and instruct how to keep the pace up without loosing any bit of information.
4
Implementation
You are the one waiting for more leads and we the ones making it possible against your every marketing effort.
You want more out of your budget spending, you want to create a difference and resonate among your competition and we are always ready to take you on the next level.
4
Implementation
You are the one waiting for more leads and we the ones making it possible against your every marketing effort.
You want more out of your budget spending, you want to create a difference and resonate among your competition and we are always ready to take you on the next level.
In house testing
Before taking off, piolet testing of processes and agents is a must to do in our list. Our training and technical department extensively test agent’s knowledge by doing test chats . Our customised in house training KPIs are the most important tool to evaluate how much our teams are ready to go live.
Client testing
After evaluating in house training KPIs, our clients are always welcomed to pilot test everything that we have developed for them. During this phase alpha and beta user acceptance testing is done by walking in the shoes of customers and by creating as many support scenarios as we can.
Going live
We are the artists of your customer happiness. Setting up proactive greetings for every single page, adding qualifying questions in to canned responses is part of our home work. This helps in achieving minimum response time benchmark.
In house testing
Before taking off, piolet testing of processes and agents is a must to do in our list. Our training and technical department extensively test agent’s knowledge by doing test chats . Our customised in house training KPIs are the most important tool to evaluate how much our teams are ready to go live.
Client testing
After evaluating in house training KPIs, our clients are always welcomed to pilot test everything that we have developed for them. During this phase alpha and beta user acceptance testing is done by walking in the shoes of customers and by creating as many support scenarios as we can.
Going live
We are the artists of your customer happiness. Setting up proactive greetings for every single page, adding qualifying questions in to canned responses is part of our home work. This helps in achieving minimum response time benchmark.