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What is Online Chat Software Chat Routing?
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21 February 2013

Gemma Baker

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What is Online Chat Software Chat Routing?

Great customer service means ensuring your visitor speaks to the right person at the right time. How can this be achieved in a multi operator online chat software environment?


With the release of the ‘Toolbox’, Click4Assistance has introduced an advanced Chat Distribution System. The CDS ensures your customers get the level of service you want to provide, whatever your type of organisation.


Group your operators in a way that suits your business, by department, location, skills or knowledge

Target these groups using one of the following methods. Use specific buttons on appropriate web pages, for example technical areas can route chats directly to your support team. The CDS then ensures the visitor gets to the most appropriate member of your team. Once your visitor has their answer and they are ready to purchase, no problem, they can be easily transferred to an agent within the sales group.

If you have satellite websites or international call centres, the Toolbox flexibility will cater for this. Use the Chat Distribution to direct chats from your Italian website to an operator fluent in the appropriate language. For more generic web pages, allow the visitor to select the enquiry type using a drop down box displaying the available departments.

A combination of these methods can be used across your pages and website. For more information speak to our friendly team on 0845 123 5871.



WE HELP BUSINESSES COMMUNICATE

UK providers of live chat software and online communication tools to a range of industries, we offer a cutting edge, resilient and proven live chat solution backed-up with first class support and advice.

FIND OUT MORE

Live Chat Software Author

BLOG ARTICLE AUTHOR: GEMMA BAKER

Gemma is a Marketing Executive for UK web chat Provider Click4Assistance, with a range of knowledge in live chat software and customer engagement channels, customer service methods and improving online business.






WE HELP BUSINESSES COMMUNICATE

UK providers of live chat software and online communication tools to a range of industries, we offer a cutting edge, resilient and proven live chat solution backed-up with first class support and advice.

FIND OUT MORE

Live Chat Software Author

BLOG ARTICLE AUTHOR: GEMMA BAKER

Gemma is a Marketing Executive for UK web chat Provider Click4Assistance, with a range of knowledge in live chat software and customer engagement channels, customer service methods and improving online business.






SMALL OR MEDIUM SIZED ENTERPRISE

Cost-effective live chat software, proven to increase lead generation and customer satisfaction. Easy to implement and customise, the solution supports your business out of hours with the ‘leave a message’ feature.

CORPORATE ORGANISATION

Integrate our compliant solution with your existing systems for a seamless implementation. Intelligent chat routing ensures multiple department capabilities. Measure your ROI and monitor operators’ KPI’s with the Advanced Reporting Suite.

THE PUBLIC
SECTOR

Increase productivity, reduce resource costs and improve customer satisfaction by answering multiple enquiries simultaneously with live chat software. Mitigate budget restraints, support digital transformation and help customers during online processes.