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:
Communicate and engage with your customers in the way they prefer.
Conveniently and efficiently support customer inquiries faster via live agents.
Enable agents to have multiple conversations at once.
Monitor agents’ productivity and performance metrics.
Develop deeper customer insights by tracking chat volumes and call frequencies and identifying primary areas of customer assistance.
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:
Customer service, helpdesk and support
Product discovery and information gathering
Remote onboarding and application
Customer guidance through the purchase journey
Schedule appointments and reservations
Call deflection from phone to chat messaging
Track and manage purchase delivery
Switch to automated, self-service experiences
Enable rich interactions between your business and your customers via WhatsApp and SMS, delivering quick, relevant, helpful customer service and support journeys.
View a visual representation of your contact center’s performance, tracking current activity, live and historic agent performance and customer satisfaction.
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.
Monitor brand, product and service sentiment in customer feedback, in order to fine-tune operations and better understand customer needs.
Build a profile of the customer from within Chat Desk, delivering actionable, personalized insights into that customer, enriching their Chat Commerce experience.
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.
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.
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.
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.
Monitor real-time agent activity and locate outstanding and historical customer tickets. Manage agent capacity, departmental groupings, and routing requirements.