Many organisations are turning to live chat as a customer support tool to improve online customer service and deflect calls from the contact centre. With V-Person Live Chat from Creative Virtual, companies are empowered to deliver a fully integrated support experience by combining self-service virtual agents and human-assisted live chat.
Why V-Person Live Chat Works
Improved Customer Experience – Placed in front of live chat, a V-Person virtual agent creates a convenient way to self-serve and reduces live chat sessions by up to 80%. Based on a set of customisable rules and triggers, the virtual agent can seamlessly escalate users from virtual to real agent, with a complete history of their conversation passed to the live chat agent.
Improved Live Agent Experience – As customers ask questions, V-Person Live Chat automatically presents live agents with the response found in the virtual agent knowledgebase. Agents then have options to reply with the answer as it appears, send an edited version or type in their own response. They also have options to provide real-time feedback on content.
Unique Feedback Loop – V-Person Live Chat is backed by V-Portal™, our innovative knowledge management, workflow management and business intelligence reporting platform. When live chat agents submit feedback on content, a change request is automatically created in V-Portal as part of the workflow so suggestions can be reviewed and updates easily deployed across all contact channels. Live chat agents can help keep content accurate for both virtual and live agents just by doing their normal jobs.
Centralised Knowledge Management – The tight integration of a single knowledgebase, real-time feedback loop and customisable workflow provided by Creative Virtual’s customer engagement platform helps organisations keep content up-to-date and consistent and is defining industry best practice.
Complementary Solution – V-Person Live Chat is designed to be complementary to the systems and processes already in place and can be easily integrated with databases, CRM systems and contact centre management software for a personalised, seamless experience.
Experienced Team – Regardless of whether you opt for a fully managed service from Creative Virtual, to manage the system in-house, or for a combination of these, you will always benefit from the on-going support and expertise of our experienced team.
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