Puzzel responds to the growing demand for Web Chat by offering a secure, multi-channel solution that helps contact centre managers future-proof their operations. Comprehensive Web Chat capabilities allow agents to respond to multiple Chat enquiries, all managed within one interface. All enquiries are queued and routed to the appropriate skilled agents and can be switched on and off automatically depending on agent availability.
Just like telephone calls, Chat conversations can be easily transferred to other agents and queues. Agents can even consult with other agents via private Chat messages which are hidden from the customer, helping agents to obtain the exact information they need quickly and efficiently.
Key features and benefits of Webchat
- Enhance corporate branding and loyalty by changing the font, colour, shape and size of the Webchat interface as well as adding your company logo
- Structured messages are available to tailor the dialogue, allowing business transactions to be completed and recorded in a safe and efficient manner and incorporated right into the Chat experience
- Capture the ‘voice of the customer’ and monitor the quality of service by including a survey at the end of every Web Chat conversation
- Personalised service every time – Puzzel Webchat understands customer browsing behaviours by tracking the URL history of each session
- Customers are given the option to have the chat conversation transcript emailed to them for future reference
- As a complete multi-device solution, Puzzel Webchat allows customers to interact with organisations via a smartphone, tablet or PC.