In the live person ecosystem we have over 18000 customers and we want to know a little about how the cold one affected the covid-19 crisis. The biggest trend we’re experiencing is The amount of customers who are shifting from voice calls to messaging, and why, very Simply because it’s a better agent and customer experience, or technically typically in Agency. our conversation is up 90%
Learn how our customers are coping with the Covered crisis. Many customers are shifting from voice calls to calls to messaging why, Very simply because it’s a better agent and customer experience or typically in this environment agency customers are working from home. conversational volume is up month over month, Our conversation on messaging volume is up about 30% week on week on top of that 90%. asynchronous and synchronous. Voice chat is being honest. I’m on the agent if either of the drop-offs is over. Asynchronous is WhatsApp Facebook SMS Messenger you’re not expecting an immediate response the conversation is always alive . Is what happened to SMS Facebook Messenger. you’re not expecting immediate response here the conversation will always be active until end it by one of the prayers. we’re looking at all the conversations coming and especially during the cold for selling lots of customers and X is coming in and we can see common themes very quickly and then we can use automation stand up and take some of them conversations and cell therapy or customers taking pressure off your items. they can also get you to an agent if they’re not happy with the answer What does another way don’t worry animation.
Resume customers now managing themselves around content because it’s asynchronous it’s like you’re setting up a new movie skillet . So it really exercise to get up and running and covid-19 or not we have customers that want to go live in a matter of days and this is how we do it:
Design we were then requested an account is provision and turn it around very quickly to the right customer care professional.