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Author: Video/Friday, September 12, 2014/Categories: Videos, Featured , Demos
When your clients can reach out for assistance, whether they are seeking product information or need to resolve an issue, making it easy for them can help improve customer loyalty and do wonders for brand reputation. Voice communications have long been the top customer service channel, but multichannel strategies that employ email, social media and Web chat are growing increasingly important. Offering a service like Web chat makes it easier for consumers to get help from live representatives, and this can pay dividends for your business. Visitors to your website can use any popular browser. Your internal users can simply use their Lync software. To start a chat, web visitors are prompted to enter some basic information about themselves. You use your Windows Server Active Directory to create and display your available customer-facing departments. The web visitor will see the status of chat agents for each group.. Green, of course, indicates agents are available to chat. Red means they are currently busy and may not respond right away, and yellow shows agents are away. Once the chat is started, the agent can IM with the visitor, and when the time comes, the agent can call the visitor on the phone they’ve specified, and share screens from their computer.. That’s right, since it’s Lync, the functions can include screen sharing and call back. And, if your agents were offline, a gray box appears that allows visitors to send an email right from the chat service. Customers get quick service, satisfaction rises, and you may be able to take new orders. Using Lync is more than just for internal communication.
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