Delivering Quality Customer Support
Understanding Customer Intent
Needless to say, there are a lot of different factors here that we're looking to analyze. Some of the most common are regarding how many people are engaging with chat. It’s even something that they're engaging with and we can look at things such as their mouse hovering over the chat tool. We can automatically pop up the chat based on intent even. So, for different areas of the application like if somebody is in in order detail and they click on request or returning / refunding an item.
In that scenario it might make sense to go ahead and just pop chat automatically depending on the marketplace and what rules you want to set up. There are certain things that might really help, another one might be during the registration process. For instance, what if someone runs into an error and we know that error is due to some validation that folks are commonly having an issue with. Or maybe they've tried to process their membership payment and the payment is declined, then we can automatically pop up a little chat tool and try to help them out.
In addition to being able to understand intent, it's also possible to see what that user is seeing and even emulate their session. We can actually log in as the CSR, as the vendors, or even log in as the user in order to perform support. So, they can essentially help a user complete steps if that user is unable to technically complete them.
Needless to say, there's a lot of power to live chat. It's not just a gimmicky thing. It's really a conduit to the right human support within the marketplace itself and within the vendor network of the marketplace.