Best Practice Report

Good Alone, Better Together: Integrating Chat And Virtual Agents

Creating Seamless Customer Service Interactions Is Key To Meeting Customer Expectations

October 29th, 2014
With contributors:
Kate Leggett , Zia Daniell Wigder , Rebecca Katz

Summary

Increasingly, organizations are turning to live chat and virtual agent tools in order to keep pace with the ever-demanding consumer. And for good reason: the ability to scale immediate, contextual assistance makes self-service technology a key tool in the eBusiness executive's arsenal. Both chat and virtual agent solutions help to close the gap between online and offline channels, essentially providing online users with the same level of assistance that they would expect to find in a physical setting. But major challenges still exist — in their moments of need, users cannot be expected to continuously restate who they are and what they want. Tethering customers to siloed channels and touchpoints is both aggravating and time-consuming, and ultimately counterproductive for the business. This report will demonstrate how an integrated self-service approach can help eBusiness professionals deliver a truly seamless online experience, in turn driving customer satisfaction and boosting cost savings.

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