Support-Cost Killer
Call centres are great. Customers begrudgingly bear with them and companies begrudgingly bear the cost of them. Perhaps they’re not so great??
Well, they’re certainly necessary whether we like them or not so let’s at least try to make customers a little happier by making their experience a little better AND reduce the cost to operate them at the same time.
The desirable win-win!
Using ActiveReception, you can intercept an inquiry earlier in the process as oftentimes customers will visit a website first to find a toll free or support phone number; in those cases, it makes sense to offer proactive support while they’re on your site at that point.
And, as you are chatting to them, you can provide supporting materials such as forms, documents or show them webpages that help explain your point.
But, the real bonus here is that where a telephone call is one-on-one, a live chat operator can have multiple simultaneous chats ongoing thereby reducing the cost per inquiry and over time, reduce the overall head count requirement in the call centre.
Bottom line, a single operators capacity can increase ten fold giving you a potential 90% reduction in call centre requirements.
It’s a worth a chat about isn’t it?
