Are you ready to be the service provider that everyone loves?
As telecommunication and utility markets open up under deregulation and service providers face increased competition, customer service will become the new battleground for survival. Customers expect – or even demand – effortless, timely, and responsive service across whichever communication channel they choose. Live chat and messaging are rapidly gaining favor thanks to their accessibility, ease of use, and speed – which is why live chat is consistently the highest rated service channel available.
Even if your organization leads the pack on customer satisfaction, chances are high you’re coming into it on the defensive – put simply, no one expects great service from their local telco or utility because they’ve often been burned in the past.
Opening up a real-time, always-on and widely accessible conversation channel with Comm100 Live Chat sends a clear message that you’re listening and ready to respond whenever and wherever they are. With features like advanced routing, canned messages, knowledge base, and MaximumOn™ guaranteed uptime, we’ll equip you to exceed expectations.
Done right, live chat is as much about revenue generation as it is about customer service. When your agents can identify website visitors by location, current profile, and purchase history, they become salespeople too. Comm100’s powerful API and smart integrations make it possible, fortified by flexible personalization options that help you use live chat strategically to cross-sell, up-sell, or simply convert the new visitor to a customer.
Your customer service program has many KPIs, but perhaps none are more important than customer satisfaction ratings. After all, metrics like First Call Resolution and Time in Queue mean little if customers rate you poorly. Comm100 Live Chat lets you keep your finger on the pulse of your customers with built-in, customizable post-chat surveys that serve up a constant stream of feedback. Our rich reporting suite then helps you convert those data points into deep insights, revealing exactly where you need to adjust.
Because a happy, loyal customer is a lot more valuable.
Serving large customer bases comes at a considerable cost – not just in infrastructure and service delivery, but also in support. Call centers – the traditional channel of choice for telcos and utilities – are expensive to maintain. And the reality is your customers vastly prefer other communication channels, including live chat and self-serve. The good news is moving into these channels is both less expensive and more productive than traditional channels. So you have every reason to make the switch now! Chat with us – we can help (notice we didn’t say call?)
With a range of deployment options backed by globally accepted accreditations and compliance with every applicable regulation in North America and Europe, trust Comm100 to keep your data – and that of your customers – safe and sound. Our world-class data centers, stringent security protocols, and regular third-party audits give you all the assurance you need to deploy our solutions with complete confidence.