Learn how ECSI Boosts Contact Center KPIs with Advanced Chat for CXone (Webinar)
Webinars
Customer service chat
Engage Website Visitors in Two-way Conversations.
Your customers love to chat.
Be right there with your customers when they need your help - or reach out and proactively start a conversation. Make visiting your website more enjoyable and productive for customers and agents.
More conversations, higher NPS
Make visiting your website a two-way conversation and discover why chat has among the highest NPS of any channel.
Increase conversions, reduce abandons
Help and advise your customers in real- time when they order online or fill in a form – no need to start over or call in.
Less waiting, more chatting
Empower agents to handle multiple chat or other digital interactions to fill the wait between customer replies.
Bring your website alive.
Meet customers in one of their preferred digital channels, answer questions immediately and provide “hands-on” support. Reach out proactively to salvage orders, co-browse, file share and fill online forms with high value customers.
One interface for interaction handling, customer sentiment, data and interaction history across channels makes every interaction into a “personal affair”. And CXone empowers agents to handle multiple digital interactions to increase productivity. Chatbots can take over simple interactions to unburden agents – they can get involved if needed.
Improve productivity and provide better CX using chat.
ECSI, provider of higher education solutions, saw the writing on the wall: Students wanted to interact in a faster and easier channel than voice. CXone Chat has made the grade: customer satisfaction is up, productivity has soared and cost continues to fall.
“With Advanced Chat and Cobrowse for CXone, the customer experience has dramatically improved with much shorter wait times, and our productivity has soared.”
Mike Bowman
Senior Contact Center Manager
ECSI
Make customers and agents happy.
Improve CX
Turn your website from a static source of information into a dynamic hub for customer interactions by offering the channel your customers prefer.
Reduce chat abandons
Recognize when high-value customers struggle and reach out to provide hands-on support to help them succeed.
Boost cross- and upsell
Give customers real-time guidance with co-browsing and hands-on support with screen sharing, form filling and other collaboration tools.
Make chat more productive
Provide one interface optimized for handling one or more chat or other digital interactions at a time.
Help agents chat faster
Use bots to automate repetitive steps and support agents with customer data, interaction history and chat templates for speed and accuracy.
Chat made easy
Use one platform to administer and manage the chat channel in lockstep with other digital channels, including chatbots and automation.
Make chat secure
Trust us to help you make chat safe and compliant with features like masking or targeted deletion of content subject to compliance.
