Web chat solution for customer service organisations

mplsystems makes web chat a viable interaction channel for customer service organisations.

“Despite web chat’s increasing popularity among 16-30 year olds particularly, most organisations still find it hard to deliver a viable service that adds to the customer experience,” commented mplsystems’ CEO Paul White.

“In fact, for most service providers, chat has proved a financial disaster – with web chats taking twice as long as typical voice interactions, and customers ending up dissatisfied as agents aren’t well-enough supported to deliver effective service across the channel.”

“We’ve developed our new intelligent Web Chat solution to directly address these issues, with a next generation chat offering designed specifically to let customers communicate using their channel of choice with service experts who can resolve their requests quickly,” he added.

“mplsystems Web Chat enables this specifically through the addition of powerful multi-way chat capabilities, and tight integration with real-time knowledge bases.”

mplsystems Web Chat enables contact centre agents to support up to four simultaneous chats, as well as offering chat conferencing to enable remote or field-based experts to be added into a chat to solve more complex service issues. However, simply increasing chat channels only works if agents are given the support and information necessary to deliver a quality chat experience. That’s why mplsystems Web Chat features close integration with our comprehensive knowledge bases and templates to pre-populate chats and help increase chat productivity.

Delivering a combined web chat/knowledge base approach means that more simple interactions can be handled by automated chat sessions, while proactive web chat sessions can also be initiated to pre-empt calls from website users. At the start of each chat session, mplsystems Web Chat presents agents with the top six responses currently being used by other agents, while access to a searchable knowledge base gives agents all the information they need to resolve more complex chat queries. mplsystems Web Chat also provides organisations with a referencable history of chat sessions, ensuring full compliance where necessary.

While available as a standalone contact centre system, mplsystems Web Chat can be as part of a multi-channel universal queue approach – accessible via an agent desktop interface. Adopting such a cloud-based, multi-channel approach allows customers to hop from one channel to another, safe in the knowledge that their interaction details and history will be consistent and up to date, regardless of the channel being used.

Click here for more information: www.mplsystems.co.uk