Driving the web experience

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Posted Wed 22 August 2007 @ 4:24 p.m. by Sarah Putt

Internet channels such as web-chat are yet to be embraced by Contact Centres in New Zealand and Australia, according to a study by Genesys 'Contact Centre Realities Volume 9'. Based on a survey of 236 contact centre managers in 19 industries across Asia Pacific, it shows only 4% of respondents from this part of the world support web-chat, compared to 22% in South Korea.

The benefits of proactive web-chat are, according to the report, threefold: reduce abandonment rates, increase customer satisfaction and provide an impressive ROI.

“Organisations are not yet relying on proactive web-chat anywhere near as heavily as they rely on proactive emails – but those that are using the tool are already reaping the rewards. More than 60% of the respondents who told us they are already using web-chat noted that it has either a moderate or significant impact in sales revenue.”

The report also shows that customer expectations are quite different when it comes to web-based communication. While 64% of respondents believe inbound calls should be answered within 30 seconds, 47% thought that an email should be responded to within 24 hours.

Categories: Technology

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  • Giles Potter says:

    It can reduce the abandonment rate for the voice channel by having another channel as long as customers are not duplicating their enquiry i.e. raising a web-chat call and also calling by voice if they have not receieved a web-chat response. It therefore depends on how quickly the centre can answer the web-chat. Experience has shown that centres that do not answer in one channel in an acceptable time, increase their problems, because customers then start multiple contacts going eg. phone, then leave a message, then email or fax, etc. It can become a nightmare and all depends on the service levels, and meeting them.

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