For support teams and contact centres, Talkative keeps your team efficient by managing customer contact through your website
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More customers than ever are choosing to use websites to access information, account details, make changes to policies or simply engage with customer service teams. However, there is still a disconnect between websites and contact centres. Many contact centres are still phone-centric, with offline phone calls being the primary contact channel offered to customers.
But your customers want to communicate with you in a different way. Talkative allows you to communicate with more customers in real time, through your website via live chat, voice, video calling and cobrowsing, giving high calibre, convenient support when they need it most. By integrating website interactions with your contact centre, Talkative allows you to transform customer contact, reduce costs and improve efficiency.
Be on hand for your customers by offering a live chat option clearly on key pages of your website, such as the homepage, support and contact pages.
With concurrent chat management within a centralised dashboard, your agents can handle multiple chat enquiries at the same time, simultaneously reducing phone wait times and improving customer satisfaction.
Agents can easily escalate chats to voice calls or cobrowse sessions within the same session.
Manage all customer contact workflows in the same place, including live chats, phone calls, cobrowse sessions and more.
Integrate Talkative with your existing contact centre or telephony systems, such as Mitel or Salesforce, or use the Talkative platform as standalone.
Use nudges and page-specific rules to only offer contact to customers who have already tried to self-serve. Feed interaction data and outcome tags as events to Google Analytics to further iterate on website self-service initiatives.
Customer view instantly renders the web page your customer is currently on, allowing the agent to instantly understand their query.
Solve customer problems quickly through cobrowsing, as agents can share navigation, annotate the page, fill forms and guide the customer to different areas of the website.
Customer journey mapping lets you see the customer's website journey in real time, giving immediate context to a customer's enquiry.
Laura Franklin, Customer Services Manager
Improve accessibility and speed up query resolution times with instant language translation into 100+ languages
Use video calling through the website to view physical issues or offer sign language support to customers
View real-time interactions, agent statuses/workloads, and manage queue
Understand customer sentiment with post-chat surveys and view on a per-agent and per-queue level
Review agent and queue utilisation, review chat transcripts and monitor overall service levels
Use live chat and video to create an in-store experience online, helping to increase online sales
Engage with website visitors and encourage them to complete their online journeys
Generate more leads and support your offline processes through Talkative, by increasing bookings, appointments and demos
