Reactive Chat
The Business Problem
Shopping in a virtual marketplace is contrasted to brick-and-mortar stores in many ways-the ability to shop at any hour, the convenience of shopping from any location, consulting other customer reviews on products prior to purchase. Unfortunately, the lack of live help is another quality that differentiates the virtual shop from the store at your local mall. Many customers walk away from a site when they can't get the answer they need immediately.
Live Chat software is quickly becoming the preferred communication channel for Web customers. How many of your customers abandon their shopping cart because they cannot consult an agent immediately?
The Moxie Reactive Chat Solution
Don't let the Internet put a barrier between you and your customer during their time of need; provide them with the ability to connect directly with your organization before they abandon their shopping cart for your competitor's site. Moxie's Reactive Chat improves customer satisfaction, increases revenue, and improves operational performance. Customers are satisfied because they receive personalized help without having to pick up the phone and wait in a queue for the next available agent, and agents are pleased with the intuitive interface of the chat tool.
By implementing live chat software, customers have been able to:
- Handle more than 1.5 million chats per month for a single customer
- Increase online sales by 30%
- Increase agent productivity by 400%
- Increase chat volume by 500% in less than one year, reducing costly phone calls
- Recognize a 30% reduction in Average Handling Time per chat
Decrease agent response times, increase productivity and support quality
- Optimize agent efficiency and average chat handling times with hundreds of real-time and historical reports. Utilize reports to streamline contact center operations.
- Leverage collaboration functionality, including page pushing, co-browsing, and instant messaging between agents and supervisor.
- Protect sensitive customer and company data and support PCI initiatives with security features such as chat transcript masking.
- Maximize agent productivity by integrating Moxie Reactive Chat into the multi-channel Customer Engagement Spaces Suite.
