Do I need a full-time chat operator?

Here, it would answer question like "Do I need a full-time chat operator?"

It depends on the content of the service or the purpose to induct ChatPlus to your compnay, however, if you company is not the company that has call center specialized in customer support, you would not need to newly hire operators for chat. It is more than enough for the current staff to reply back chat like you receive phone calls. Also, considering the characteristics of chat, it would not decrease customer satisfaction even if you took time, comparing to phone calls. Which means the operator/staff would feel more relaxed and the inquiries and work would come in to your company effectively.

You can operate with few operators until about 200 cases/month

It depends on the industry and service offered, but if you start customer support by chat, it would increase number of inquiries.
You can respond to multiple chats at the same time by just one operator, so you can respond to chat more relaxed than phone calls. And also it is more interactive than emails, so you could operate with less stress.
If you are operating with few people, the response that ChatPlus recommend is written below.

  • Decide which operator is going to be the main operator (preferably who is sitting by PC), and if nothing special, then the main operator would answer.
  • If the inquiry is technical and cannot be responded by the main operator, the initial message will be by the main operator and the person asks with chat or phone calls to person who understands it. ⇒The main operator could respond after confirming the content or the expert would login to ChatPlus and respond by themselves.
  • If the other operator would want to respond to that chat, they would send chat or call to the main operator and respond to the chat.

Add frequently asked questions to Chatbot

When you respond to chat many times, you would see what question is frequently asked.
You can prepare Chatbot answer to frequently asked question, the chat will go smoothly with customers. And that would increase inquiries but decrease the work for customer support.
If you repeat this PDCA, the Chatbot will improve, and smoothly respond to customers questions. The content of the chat will help improve the service site. Chat's history would be the indicator to improve service and site.

How was it? It would not take much time to install ChatPlus. Rather, by installing chat window, you can respond to customers faster than emails and calls. At the same time, by installing chat, it would bring customers closer to you and you would be able to easily identify customer's needs.

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