Live Chat and Messaging for Customer Service
Unified Desktop
Live chat and video, social messaging and Email. Connect and engage with your customers across multiple channels, in a single unified agent workspace.
A beautifully designed, user-friendly interface
Featuring rich data, INSIDE enables agents to handle multiple conversations, armed with all the customer information they need.
- Increase operator occupancy from 70% to 210% (when compared to voice)
- Reduce average chat length by providing a holistic view of all the customer information while engaging.
- Improve your customer satisfaction by providing real-time, knowledgeable, customer service.
- Build customer rapport with our unique affinity feature which diverts returning customers to the same operator.
- Engage your customers everywhere. Through desktop, mobile and tablet.
- Unique survey tools enable quick and easy CSAT, NPS and operator performance measurement.
Where knowledge and speed are king
Operators don’t need to ask irritating questions, they already have all the customer information they need to deliver outstanding customer service.
“The Live console is a real game changer ... agent concurrency increased from 2 to 2.8, productivity increased over 40 per cent. The agent has one-click access to all the information they need ... the team just loves using it.”
Christopher Snow
Manager, Global Chat Systems & Analytics
at Staples
INSIDE provides one-click access to:
- Where the customers are in the online store
- What the customer is looking at
- Number of visits, browsing history and previous purchases
- Customer location, browser and device type
- Basket contents and value
- Previous chat history
- Time on page and site
Operator management, measurement and optimisation
- Downloadable, auditable and keyword searchable chat histories allows quick and easy monitoring of customer engagements.
- Channel management and agent concurrency features enable maximum agent efficiency and performance.
- Powerful reporting platform allows you to measure everything from agent utilization to sales and conversion performance.
- Fully supported by an account manager who can help you get the most out of INSIDE.
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Australia
