LIVE CHAT GUIDE

Firstly, visitors make a live chat assistance request. Advisors then ask for additional information to prioritize the request and will assign the conversation to active advisors.

Advisors can see what the customer has done so far, allowing them to understand the exact problem. For common requests, canned responses can speed up support.

Unblu’s API ensures connectivity between all the data, applications, and devices that might be relevant. This seamless integration gives advisors everything they need to help customers.

Starting a co-browsing session provides the advisor with the valuable context of the customer’s visual experience, so they can further personalize advice.

Customers and advisors can also share documents, viewing them alongside each other, discussing them, and even collaborating.

All live chat conversations are archived. Statistics drawn from this data can provide insights into the customer experience, empowering you to deliver an even better service.

Despite the efficiency and convenience provided by digital platforms, customers miss the power of an authentic human-to-human conversation. Live chat can fill this gap, giving customers the chance to speak to a real person while still offering the speed and ease of online communication. This improves customer satisfaction which in turn leads to greater customer retention and loyalty.

While simple queries can be resolved by chatbot, it’s the complex inquiries that have the most significance for customers. Live chat allows advisors to step in and help customers with these more complicated issues, such as mortgages or insurance, providing vital reassurance at the right moment. This makes a big impact, helping customers when they need it most.

Live chat allows advisors to step in and offer guidance at the precise time when customers are losing interest. Customers can feel neglected and frustrated when they are unable to get help from a real person and are instead stuck talking to bots. Stepping in at this moment leads to reduced drop off rates, improved engagement, and more sales closed.

Advisors are assigned conversations as they are requested according to the urgency of the request and the advisor’s expertise and workload.

Canned responses automate replies, minimizing the time taken for advisors to respond while still maintaining a personal touch.

All communication takes place with the utmost commitment to security to ensure that all exchanges between customer and advisor remain compliant.

Further improve the customer experience by using live chat in conjunction with co-browsing and document sharing. Access to the customer’s visual context enables the advisor to offer more relevant and specific guidance.

All live chat sessions are archived and this data can be analyzed alongside customer satisfaction ratings in order to understand the customer experience and constantly improve services.

When it comes to sensitive issues such as mortgages or insurance, customers might be happy to begin by talking to a chatbot in order to get answers to simple queries. But they then appreciate the option to switch to talking to an advisor for reassurance on the final decision. This also avoids the problem of having to pre-program chatbots with every possible answer.

But for everyday banking operations, chatbots provide the perfect solution. Customers can get a quick answer to their query without even having to come into the branch or pick up the phone. Plus, getting answers to problems in the natural context of a conversation is far more intuitive and engaging than scrolling through FAQ pages.