Your contact center is under pressure - high call volumes mean that your customers are being made to wait on hold, and your agents are overstretched, having a negative effect on the customer experience. Provide meaningful service and support via chat, enabling quicker customer responses, while reducing strain on your contact center.
Resolve customer inquiries faster with live agent chat support, reducing frustration by eliminating customer wait time on the phone.
Deliver superior customer experiences through personalized chat, improving customer satisfaction and increasing customer loyalty.
Enable agents to have conversations with multiple customers at once, with the ability to monitor agent productivity and performance.
A complete end-to-end chat solution, Clickatell’s Chat Desk enables live agents to communicate with customers via chat, helping them to manage conversations, track tickets and save chat histories. Chat Desk makes it possible to:
Support your customers on their most loved platform – chat, while improving your operational efficiencies. Empower you agents and supervisors to do their job more effectively, while delivering better customer service experiences.
Reach and support more customers, more effectively, in an interactive manner, on channels they prefer.
Resolve customer inquiries faster by enabling customers to communicate with live agents over chat.
Decrease the number of incoming calls and email inquiries by supporting customers via chat channels.
Reduce overheads, enable cross- and up-sell opportunities and drive digital transformation by adopting chat as part of your customer support and service solution – an opportunity to engage your customer in new and exciting ways. Some use cases include:
Multi-channel capability
Enable rich interactions between your business and your customers via WhatsApp and Facebook Messenger, with more channels planned on the roadmap, enabling omnichannel customer service.
Reporting dashboards
View a visual representation of your contact center’s performance, tracking current activity, live and historic agent performance and customer satisfaction.
Conversation management
Manage conversations with a built-in management tool that enables agents to handle 5 times the number of conversations as compared to legacy call centers.
Sentiment analysis
Monitor brand, product and service sentiment in customer feedback, in order to fine-tune operations and better understand customer needs.
Personalize the experience
Build a profile of the customer from within Chat Desk, delivering actionable, personalized insights into that customer, enriching their Chat Commerce experience.
Tags, notes, flags and pending chats
Intelligent chat management. Gain insights on the most common queries. Create notes which only agents and supervisors can view. Flag chats to pin to the top of the queue. Mark live chats as pending when waiting for the customer to reply.
Call deflection
Reduce the frustration that comes with waiting in a queue to be served or being placed on hold. Reroute from a traditional phone call, to a chat channel, where your customer can engage with your business in their preferred chat app.
Agent assist and auto-responders
Save time and effort by suggesting ready-to-go responses to your agents, to send to customers. Ensure your business is available 24/7 - send automated chats when your agents are offline.
Customer authentication
Reduce fraud by adding security to your customer engagements in the form of a second factor of authentication - Chat Desk enables the sending of out-of-band SMS OTPs to the user.
Supervisor view
Monitor real-time agent activity and locate outstanding and historical customer tickets. Manage agent capacity, departmental groupings, and routing requirements.
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