Chat as communication channel of the Customer Journey

Multi channel contact centers are able to use several communication channels at the same time. The most important communication channels are telephony, e-mail and chat. One of the most common use cases for chat are online shop systems and customer portals. By integrating the chat into the online platform, it becomes possible for users to contact their employees directly via chat. Chats are treated exactly the same as calls or e-mails. These are distributed by the ACD to the employees who then answer the chat directly in the contact center software. This considerably improves the communication process and thus the customer experience and increases customer loyalty. Since a multi-channel contact center software avoids the formation of isolated solutions for different communication channels, the overall cooperation and measurability of the communication is also significantly improved. If you would like to learn more about the possibilities to optimize your communication, please contact us today.