Chat Technology

[mikec]

I run a call center that supports an enterprise level software application and I'm curious about the use of chat technology.

I having a hard time seeing where chat technology will really save mye staff time or money. I would think that having to type back and forth with a customer would actually take more time than simply speaking on the phone. Also, given how low our phone costs are right now, I don't see it as a big savings in that area either.

I know that there may be some customers who like chat and thus there could be a slight gain in overall satisfaction, but I am interested to hear from anyone providing a chat interface if you think it has made your operation more efficient. Also, how do you staff the chat line? Do you have specific reps who assigned to chat duty or are the same reps that are on the phone also available for chat?

thanks

[ADnashville]

Call Jeff Silverman at (203)221-9156, Preschoolians.com about his chat experience or chat him online at www.preschoolians.com. I'm sure you will benefit from his input.

Hope this helps,

AD

[NBosch]

There definitly are possibilities in chat sessions.

1. Supporting customers who have disabilities (deaf, mute)
They can use Internet chat sessions to get their problems solved.

2. Multi user sessions
1 Agent can support multiple users at the same time.

The necesary tools are relatively cheap (mIRC does the trick) and can be easily measured and monitored.

Off course you will need agents with good writing skills; near flawless and fast...