www.ti8m.ch/channelsuite Zurich | Bern | Frankfurt ti&m secure chat Modern chat-module for social business platforms. Communication between the customer and the service provider is evolving. These days the chat is a standard mode of communication in the area of private life that is increasingly finding its way into the world of business. The integrated chat feature allows both registered as well as anonymous users to get in touch with the bank. For registered users it is possible to exchange information with their customer adviser directly. The customer adviser’s availability is displayed at the site. If the adviser should not be available, the chat is forwarded to a call center which helps find a suitable contact person. online Christian P. Müller Kundenberater Direct Call 041 206 39 11 Christian P. Müller online Guten Tag Herr Müller. Ich wollte mich Ad ea dolorum reiur, consequi dolest dem acerit labor magnatureria. Vielen Dank. Freundliche Grüsse Michaela 11.40 Guten Tag Herr Müller. Ich wollte mich Ad ea dolorum reiur, consequi dolest dem acerit labor magnatureria. Vielen Dank. Freundliche Grüsse Michaela 11.40 Hallo Frau Keane. Danke für die Rückmeldung. Wir haben natürlich folgende Us, sit voluptatio maximpo repuda vent quibus unt, cumquo molupidi optat moluptam, qui que vitat. Cullamust volecta temporemo omnis quis et od utem. Entspricht das ungefähr ihren Vorstellungen? 11.45 Ausgezeichnet! Damit kann ich dann consequi dolest dem acerit labor magnatureria? Grüsse Michaela 11.46 Hallo Frau Keane. Danke für die Rückmeldung. Wir haben natürlich folgende Us, sit voluptatio maximpo repuda vent quibus unt, cumquo molupidi optat moluptam, qui que vitat. Cullamust volecta temporemo omnis quis et od utem. Entspricht das ungefähr ihren Vorstellungen? 11.45 Ausgezeichnet! Damit kann ich dann consequi dolest dem acerit labor magnatureria? Grüsse Michaela Close Consulting. Design. Agile Projects. Products. Innovation Hosting. Close www.ti8m.ch/channelsuite Zurich | Bern | Frankfurt Chat Product details A chat can be initiated from within any content item. The advantage of this is that the bank is immediately informed of the subject for which contact is being sought. Features Chat Center integration. Chats are archived and can be viewed again by the customer at a later date. Access to chat overview, grouping/sorting by status and subject. All open and running chats are displayed on the Chat Center screen. This can be viewed and used by personnel at the Chat Center and customer advisers. Selection of who is to handle a chat. When a customer initiates a chat, his/her enquiry appears on the screen, including information about where in the portal the chat was initiated. If the customer’s adviser is online and not already occupied, he/she will receive an alert and can communicate directly with the customer. Conclusion of a chat. Open and running chats can be displayed grouped by subject. This allows Chat Center personnel to initially prioritize the incoming enquiries. The selection and notification of a suitable contact person is done internally via email. Chats are either directly assigned to a customer service representative or actively acquired by them. For anonymous users: Each chat entry includes a time stamp. This can be used for various analyses, such as the time it takes until an enquiry is handled or the chat duration. Acceptance of a chat according to arrangement. Generation of a CRM item after conclusion of a chat. Storage of the chat event from the activity stream for analysis. Initialization and holding of a chat via content items. Extra for registered users: Initialization and holding of a chat directly with a customer adviser via content items. Display “Customer adviser available“. Access to chat archive. Platforms ti&m channel suite Please contact us for further information on these topics and our solutions. © 2016 ti&m Markus Nigg Head of Products [email protected] Carlo Ulrich Product Sales [email protected] René Konrad Product Sales [email protected]
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