Concrete examples of how one can improve the quality of live chat operation. Contains examples for improving both agent experience and customer experience. Read the associated blog here: bit.ly/LIVECHATANDTECH

1. LIVE CHAT & TECH
HOW TO IMPROVE THE QUALITY OF A LIVE CHAT OPERATION

2. ”PRIORITISE QUALITY WHEN IMPROVING BELLS AND
WHISTLES THIS YEAR. THE MONEY WILL FOLLOW.”
@IlkkaVertanen
HOW TO IMPROVE THE QUALITY OF A LIVE CHAT OPERATION: LIVE CHAT & TECH

3. Ilkka Vertanen @IlkkaVertanen m.me/ilkkachats ilkkavertanen.com
HOW TO IMPROVE THE QUALITY OF A LIVE CHAT OPERATION: LIVE CHAT & TECH
QUALITY
▸ Make it easy for agents to help customers. Happy
employees lead to happy customers.
▸ Equip chat agents with appropriate tools and
information for doing their jobs: If agents are
assisting visitors in an online store, have the
content of customers' basket easily available.
And for online form loving insurance industry,
cobrowse is a true lifesaver.
▸ Figure out a way to measure quality. (NPS is the
easy answer, consider if it is the answer for you!)

4. UTILISE SHOPPING
CART DATA

5. Example use case
CHATWITHUS
Amy 20:35:47
Hi there! Can I help you with your purchase?
I see that you are browsing our selection of
Apple products. I’m a big fan of Apple myself.
Chat with expert

6. Example use case
CHATWITHUS
Amy 20:35:47
Hi there! Can I help you with your purchase?
I see that you are browsing our selection of
Apple products. I’m a big fan of Apple myself.
Chat with expert
Tech: Sharing the content of customer’s shopping cart to a
live chat agent. Integration between live chat software and
e-commerce platform is required.
Use cases: Targeting proactive live chat based on content
and value of customer’s shopping cart, and tracking chat-
assisted sales (monetary value and products).
Benefits: Live chat agents can provide faster assistance as
they can utilise shopping cart data to answers customer
enquiries. Knowing the content of customer's cart creates
upsell opportunities.

7. Example use case
CHATWITHUS
Amy 20:35:47
Hi there! Can I help you with your purchase?
I see that you are browsing our selection of
Apple products. I’m a big fan of Apple myself.
Chat with expert
When the agent has knowledge of the content of
customer’s shopping cart (+ information such as current
product page), she can answer questions like ”Does this
work with my iPad?” without asking additional details
(”Could you tell me which iPad you have?”). The
agent provides an excellent customer experience by
notifying the buyer that the viewed item is not for the
same iPad model as the customer has in his cart. In
addition, time and money related to shipping an incorrect
product are saved.

8. USE CUSTOMER
SPECIFIC DATA

9. Example use case
CHATWITHUS
Amy 15:03:51
Hi there! I see you have created some great
zaps! What’s the next one? Message me for
ideas and help!
Chat with expert

10. Example use case
CHATWITHUS
Amy 15:03:51
Hi there! I see you have created some great
zaps! What’s the next one? Message me for
ideas and help!
Chat with expert
Tech: Sharing the identity of the user to live chat agent.
Integration between live chat software, website and CRM is
required.
Use cases: Proving fast and personalised service. Agents
can view and update customer info without leaving live
chat software.
Benefits: Live chat agents can provide faster answers as
they can utilise CRM data about the user. Available data
opens cross-sell opportunities.

11. Example use case
CHATWITHUS
Amy 15:03:51
Hi there! I see you have created some great
zaps! What’s the next one? Message me for
ideas and help!
Chat with expert
Providing assistance to customers who have logged into a
client portal, web service, or an e-commerce site can be
done with a personal touch when the customer is
identified. Once a customer or a user has logged in, their
identity can be shared with live chat agent, and customer
data can be pulled automatically from company's CRM for
the agent to review. Agents who have customer data
available can use all the information known about the
customer during the interaction to serve or sell. Sales
chat agent can use knowledge about the customer to scale
up the use of a service and upgrade free user to paid tier.

12. TAKE ADVANTAGE OF
COLLABORATIVE TOOLS

13. Example use case
CHATWITHUS
Amy 19:38:25
Hi! If you have any questions regarding your
claim, we are here to help. Let’s make sure it
has all the info for us to process it quickly.
Customer Service

14. Example use case
CHATWITHUS
Amy 19:38:25
Hi! If you have any questions regarding your
claim, we are here to help. Let’s make sure it
has all the info for us to process it quickly.
Customer Service
Tech: Cobrowsing. Enabling customer and agent view and
edit the same website (they share a browsing session).
Use cases: Providing hands-on assistance with online
forms, helping customers to place orders, educating use of
a self-service channel, and navigating a website on behalf
of the visitor.
Benefits: Makes it easier and faster for an agent to resolve
issues as they can take a hands-on approach.

15. Example use case
CHATWITHUS
Amy 19:38:25
Hi! If you have any questions regarding your
claim, we are here to help. Let’s make sure it
has all the info for us to process it quickly.
Customer Service
Cobrowsing enables live chat agent to share (both view
and control) customer's journey through the website. In an
online store, an agent could navigate customer all the
way through shopping process (final acceptance can be
left to the buyer). In a case of an insurance company,
live chat agent and customer can file a claim together
while agent monitors that all the information is provided
correctly. One word of warning though! With cobrowsing it
is hard, if not impossible, to have more than one
simultaneous interaction at a given time.

16. CHAT WITH MY CHATBOT
WANT MORE?
3 PRINCIPLES FOR A SUCCESSFUL LIVE CHAT
CHECK OUT A RELATED BLOG POST
LIVE CHAT IS LIKE FORMULA ONE

17. @IlkkaVertanen m.me/ilkkachats ilkkavertanen.com
TURNING LIVE CHAT OPERATIONS
TO LEAN, MEAN SALES MACHINES
Hi! My name is Ilkka Vertanen. I am an e-commerce
enthusiast and a sales fanatic. I'm passionate about
developing digital business and sales.
During daytime, I use a live chat primed for sales to deliver
increased revenue from digital channels. With sales chat, I
boost lead generation and increase conversion rates. Rest
of my time I spent following latest trends in tech. Today I’m
especially interested in chatbots and virtual reality.
For more check out my content about e-commerce, sales,
live chat, and chatbots here: ilkkavertanen.com
or chat with my messenger bot at m.me/ilkkachats.
ABOUT THE AUTHOR