Live
Collaboration Software an integral part of your companies
eCRM strategy, can help an enterprise increase customer
loyalty and sales for their online customers, while
reducing operating costs.
"Collaborative
chat is an integral part of eCRM suites and may well
prove itself to be the most important factor in cultivating
customer loyalty." - Gartner
Today’s
online customers have one common trait: impatience.
They want to communicate with a business how they want
and when they want. If your business does not have an
eCRM strategy, and your clients don’t get their way,
research shows, they’ll go away and they won’t come
back.
Many
e-commerce sights have restricted their customer service
to 800 numbers and frequently asked questions. eCRM
demands for them to increase their service level and
provide full online eCRM customer interaction. Live
CSR Host Collaboration can establish immediate,
two-way communication between a customer and a customer
service representative (CSR) or supervisor. Without
picking up the phone, customers can get real responses
in real time, bringing immediate resolution to their
transactional issues.
Equipped
with live collaborative chat, a CSR can converse with
a customer or synchronize browsers and push webpages
to the customer to display new products or services
- a dynamic tool for upselling and cross-selling. The
two-way whiteboarding feature permits the CSR
to display for the customer pictures, maps, or designs
- and to mark on those graphics in real time to better
communicate to the online customer a concept or process.
Live
CSR Host Collaboration provides the CSR an unmatched
ability to connect to all relevant databases and
customer touch points within an enterprise, creating
a consolidated view of a customer’s preferences, purchasing
history, or problems. Live CSR Host Collaboration allows
CSR's to offer better service to the customer in numerous
ways - making improved suggestions for products and
services, inquiring about unresolved issues, checking
on a scheduled delivery, and resolving issues on first
contact. Live CSR Host Collaboration’s reporting
functions require CSR's to record the essence of
each customer interaction, contributing to a database
of customer information that can become especially valuable
for marketing campaigns and sales promotions. Further,
the system’s supervisory and reporting functions
enable managers to better supervise their CSR's They
can send messages to a CSR during a customer interaction
suggesting a product upsell to improve an account, or
intervene with a management decision to resolve a problem
on first contact.
Live CSR Host Collaboration is part of Live CSR Host’s
Enterprise Interaction Suite (EIS) developed to help
enterprises better manage their customer interactions
and provide enhanced online customer service. EIS is
available as a licensed product or as an ASP service.
Other components of EIS include Live CSR Host Email,
Live CSR Host Telephony, Live CSR Host Assist (self-service),
Live CSR Host VoIP (Voice over Internet Protocol), and
Live CSR Host Wireless.
-
Active List.
Enables CSRs to view current session information
and manage sessions with several customers simultaneously.
-
Customer Information
Window. Provides the CSR with a view of customer
history and information, allowing CSRs to be proactive
with support and act on upselling and cross-selling
opportunities.
-
Web Page Push.
Enables CSRs to push webpages that are relevant
to the interaction session and that can help resolve
issues or convey additional information.
-
Predefined Messages
and Content Window. Provides a collection of
questions and answers and content references CSRs
can push to customers, including video clips, documents,
or any type of media referenced by a URL.
Provides CSRs quick access to frequently requested
information. Eliminates the need for CSRs
to search through information sources or retype
answers.
-
Whiteboarding Capability.
Enables CSRs and customers to exchange information
in real time by placing images on a whiteboard.
-
Spellchecker.
Eliminates typographical and spelling errors prior
to sending a message.
-
Customer Forwarding.Allows
a CSR to forward a customer to another CSR or supervisor
for better service or to escalate an issue for timely
resolution. Chat history is passed along to the
next CSR or supervisor, so information is not retyped.
-
Interactive Logging.
When session terminates, interaction information
is saved, including the customer account ID (if
provided), the time and date of the interaction,
and a record of all of the text chat and URLs pushed
to the customer. The CSR specifies an end-of-contact
reason and summarizes the nature of the interaction.
-
Supervisor and CSR
Chat. Permits supervisors to interact with CSRs
via text chat.
- CSR Monitoring.
Allows supervisors to monitor active CSRs and
review session details for any active session.
All text and URLs pushed to the customer can be reviewed
for accuracy.
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