Among an evolving customer service landscape, Call Center of Mexico (CCM (News - Alert)), a provider of inbound and outbound call management, help desk, call monitoring and advisory support, observed an increasing demand from its customers for a more active presence on the Web. The company’s cellular, financial, and pharmaceutical services customers wanted immediate interactions with end- users in the form of live chat.
That is where BoldChat came in. CCM’s customer service team tested many live chat providers, but ultimately CCM selected BoldChat, from LogMeIn (News - Alert), a live chat solution enabling businesses of all sizes to efficiently engage visitors on their websites, driving customer satisfaction. It is offered in different editions as well as integrated communications technologies like click-to-call, co-browsing, e-mail management, SMS management and Twitter (News - Alert) management.
CCM chose BoldChat for many reasons including:
Reliability - Stability was CCM’s primary factor in selecting a provider as the technology has to be up and running constantly. “Stability was the primary criteria in our selection of a chat technology. Having the product go offline is not an option in our business. BoldChat performed flawlessly in our trials, so we knew it was the tool for us,” said Raul Mitre, operations director, CCM.
Reporting - Real-time reporting allows CCM to see how many agents are signed in at any given time, as well as log chat summaries, helping to accurately invoice customers.
Ease of Use - CCM found the implementation of BoldChat very easy with a small learning curve.
BoldChat was deployed in just two days thanks to its intuitive user interface. A “click-to-chat” button on the websites and social media pages of its customers enabled end-users to receive instant assistance. Within 40,000 live chat interactions per week, the majority are answered in less than one minute using BoldChat. Today, the company is using 200 licenses of BoldChat, creating more than 15 percent of interactions through chat.
Additionally, CCM takes about 8,000 chats a day, across its customers’ websites. It is able to analyze metrics across the entire implementation and individually to each client. Reporting inside of BoldChat allows them to look at agent efficiencies like the average speed to answer live chats, and operator metrics to determine how much to charge for services.
Since deploying BoldChat, the feedback from CCM’s customers has been very positive. “Our clients have mystery shoppers monitor the customer service our CSRs are delivering on the chat side and our end users love it,” said Mitre.
BoldChat is helping to fulfill the company’s directive that 75 percent of each CSR’s (News - Alert) time should be spent assisting customers. The ability to interact with customers via chat ensures that they can serve more customers during that time making the staff more productive.
With the customer service team’s productivity and customer satisfaction substantially higher, CCM is achieving a win-win for itself and its customers. Mitre said, “The addition of BoldChat ensures that our CSRs have the tools to instantly communicate with customers and deliver exactly what they need when they need it – which is what an exceptional customer experience is all about.”
Edited by Jamie Epstein