Parature Chat - CSR view
Parature Chat™ is empowering organizations across diverse industries to proactively initiate conversations with customers and prospects. Parature customers can leverage chat in both sales and support environments to increase customer satisfaction and generate revenue. Chat enables support teams to deliver service and support where and when customers need it – whether it be in-game, in-application, a Web form, a shopping cart, or as an escalation channel for self-service – as well as providing an opportunity to generate sales leads, increase Web sales conversion rates and increase revenue by proactively inviting prospects or customers to chat with available sales or support representatives.
Parature Chat is an easy-to-use next generation product that lets end users engage in live question and answer sessions directly with support representatives for improved contact resolution or with sales reps to increase the close rates of customers. This powerful chat module is a fully integrated, sales and support focused chat application designed to meet the needs of the newest generation of customer support representatives, sales representatives and customers. Parature Chat contains the latest cutting edge technology and enables efficiencies for sales and support professionals including supervisory capabilities that allow managers to view and “whisper” tips to their teammates during chats; chat shortcuts that significantly reduce keystrokes and the time to answer for support teams; in chat dashboards that allow managers and employees to see how many chats are open, how many are waiting and the SLA for those customers. Knowledgebase integration and high volume routing of chats to the appropriate queues or representatives – based on pre-chat questions, skills, issue type or availability – empowers multitasking representatives to become more productive across multiple support channels and to offer an immediate, seamless transition from a self-service to assisted channel at critical times during the support interaction.
Parature Chat - End User view
Chat enables organizations to manage feedback and measure customer sentiment via a custom chat experience that’s branded to match the ‘look and feel’ of any website, as well as customized chat buttons and links to extend the support presence where customers need it most. Customer sentiment can be captured and acted upon in real-time by utilizing custom chat feedback questions. Parature Chat provides complete oversight of chat activity with comprehensive reporting and monitoring enabling organizations to evaluate the effectiveness of their chat channel and analyze activity across the entire organization.
Parature Chat has been designed to meet the needs of the IM generation; the preferred support channel for this new generation of customers is, increasingly, live Chat.
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[...] Offers chat-like features for support reps to interact with customers, then measures [...]
One of the key reasons we decided to focus on delivering a great live chat product is because of its relevance in social CRM. Social CRM, whether its blogging, posting a message in a forum, tweeting, or engaging in a social network, focuses on finding ways to help others solve issues and to foster a better relationship with other users. Chat offers similar attributes and will become a critical channel for how users communicate over the Web for support.
Here are some data points on live chat from a recent study by Forrester:
:: 305% ROI from proactive sales chat with a payback period of 6 months (when using paid chat services)
:: 120% ROI from customer service chat with a payback period of 6 months (when using paid chat services)
:: Chat assisted application completion rates 138% higher than self service
:: 59% call deflection rate
Looking at the study results you can be certain of one thing, implementing a live chat solution offers great potential for both sales and service. Providing the additional level of service can also add credibility to the overall customer experience.
Some additional research findings show:
:: Live chat is the most preferred communication method when a visitor is having trouble finding an item, experiencing an error on your website or having difficulties using your online software.
:: Users who have had experience with live chat support tend to come back to purchase more products and become more loyal customers.
:: The X, Y, Z online generation prefers using chat as their choice of communication over all other multi-support channels, including the phone.
:: More than half cited that they are more likely to trust a website that offers live chat and that they in fact prefer to shop at sites that offer the option of live chat.
Parature uses both live chat for sales and support. We encourage you to try the chat experience and look forward to your feedback and suggestions on how we can continue to improve the product to better serve your business.