This week’s live chat space was filled with news about innovative Web chat solutions to improve the overall customer experience.
Quadrant Engineering Plastic Products has made adjustments to its website to allow customers to select materials easily and chat with experts. Designers and engineers can pick materials they need for projects and speak with the experts that they need in order to get their jobs done more efficiently.
Now, Quadrant EPP offers its line of experts on the Web so that customers do not have to do time-consuming walk-in inquiries. Live Web Chat allows prospective customers to get in touch with experts in domains like food processing, aerospace, electronics, chemical processing, energy, industrial equipment, life sciences, and semiconductor manufacturing.
“The launch of the Material Selector Tool enhances our ability to help the customer find materials that are a perfect fit for the intended application, and our technical experts will be just a mouse click away to provide the answers they need to move forward and get the job done. We know our customers prefer to connect with us in different ways,” said Jim Hebel, head of technical support for Quadrant EPP.
In other news, Internet telephony platform Vox.io is getting traction using hyperlinks for voice and video communication instead of traditional phone numbers. The service claims it has hit one million users and intends to give Microsoft (News - Alert)-owned VoIP giant Skype some competition in this business.
Vox.io plans to launch a new version of its telephony service that will allow users to chat with their Facebook friends from within its own interface. In March, the company added a real-time chat feature across the iOS app, going up against the WhatsApp app and a host of other messaging services.
“There are free calls between Vox.io users on the iOS app and free group calls for up to five people on the desktop,” said Vox.io founder and CEO Tomaz Štolfa. “We are not going after Skype (News - Alert). Vox.io is about making communications better. This product feature enables a better experience for our users and that is what we care about most.”
Lastly, LogMeIn’s latest product feature BoldChat Web chat and multichannel, online customer engagement offering, now features Twitter (News - Alert) integration and social media management. Twitter Management is a part of the standard BoldChat Enterprise edition, available as a free update to BoldChat Enterprise customers.
With this solution in place, customer service agents can manage their Twitter interactions with ease and improve efficiency. When combined with BoldChat’s other capabilities, including Web chat, e-mail, and click-to-call, it becomes a unified tool for customer conversations. Customer service teams can automatically turn related tweets into a conversation for improved context and responses, while assigning incoming tweets to agents based on availability, skill, and department.
"Twitter is quickly becoming a go-to channel for customer engagement, but to date, managing these customer conversations has meant trying to turn a social media marketing tool into a customer service tool,” Steve Castro-Miller (News - Alert), VP of Chat Products at LogMeIn, Inc. concluded. “In contrast, BoldChat Twitter management is designed from the ground up for engaging and managing customer conversations. We believe that the right approach is not just adding one more social tool to the mix, but rather giving sales, marketing and customer service teams a single, unified tool for managing all customer interactions, regardless of channel."
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