As a decade, the 1930s could be considered a disaster. Between the Great Depression and the war in Europe, the decade was marked by difficulty and despair. However, there’s an untold story of this decade – one of brilliant innovation and technological achievement. Indeed, the advances that came from this decade revolutionized how we lived, worked and traveled, and set the stage for the incredible accomplishments of the rest of the 20th century. This phenomenon can be described as “Crisis Innovation,” whereby catastrophes can actually have a positive, creative impact on society and the problems it faces.
We’ve witnessed this phenomenon over the last year as well, in the form of rapid advancements in business, healthcare and technology to keep all of us moving forward during the worst pandemic in four generations. With those advancements have come changes in how we communicate and interact with one another; many interactions (particularly between businesses and consumers) have shifted away from in-person and towards online channels.
As we progress in 2021, we see more and more that consumers expect immediate responses to their questions and problems, and they don’t want to wait on the phone or for an email response – they want help now. Given this, many companies have invested in launching Live Chat for their customers, so they can provide real people to help in real time. The fact that Live Chat is also cheaper than phone support (up to $12 per phone call, compared to $5 per chat session) should mean that it’s a win-win all around – consumers have a great way to interact with the company, and the company saves money.
But as most folks who have launched Live Chat can attest, the reality isn’t so simple or straightforward. There can be a variety of barriers to a successful Live Chat program:
– Facilitating effective conversations via Live Chat is a new skill for agents who are used to using phone or email; it requires your agents to be able to juggle multiple issues at once with customers who expect immediate responses
– Existing scripts and macros typically don’t work well in this channel, given the fast conversational nature of the interactions (we’ll dive into this more in a future post)
– The expected efficiency gains and financial savings can only be realized if concurrency (how many chats an agent can handle simultaneously) exceeds 1-to-1
In fact, if agents aren’t able to take more than 1 chat at a time, it may become difficult to see a return on your investment in Live Chat.
Consider this simple scenario: Let’s say you have 100 phone agents who can each handle 10 calls an hour, 8 hours a day. That group of agents would be able to handle 8,000 calls daily.
Now let’s say this group of agents moves to Live Chat. If their average concurrency is 1, their daily volume would be the same: 8,000. As concurrency increases, the reach of the agents increases, as outlined in table below.
So how do you increase concurrency with your agents? As we’ve talked to CX leaders, managers and agents extensively about this, there appears to be two key elements needed:
– Agents need to be able to respond fast to customers
– Agents need to be able to orient to where they are in the chat conversation quickly, as they navigate from conversation to conversation
Loris provides out-of-the-box features to address both of these needs: our Real-Time Text Suggestions enable agents to respond quickly to customers, and our Touchpoints feature allows agents to easily see where they are in their chat workflow as they switch between multiple chats. The results speak for themselves – Loris consistently helps increase concurrency, while driving up CSAT.
Interested in seeing these features below in action and learning more about how Loris can help unlock the potential of Live Chat for your customers? Get in touch!