GoResponse Telephone Answering Service Staff

Identify limitations of webchat for best results

Laptop Keyboard Close-UpOver the past decade, the popularity of the internet has grown considerably. As a result, many call centres now utilise digital communication channels such as webchat. However, in order to gain the most success from this process, it is important to remember its limitations and set up alternative channels to ensure that consumers remain happy.

One of the most important things for telephone answering services to remember is that agents can’t be expected to have all the answers, even if they are highly experienced. This means that high-quality knowledge networks need to be provided to frontline agents working on webchat, particularly if staff members are expected to manage multiple sessions at any given time.

There are also many complex procedures that cannot be handled via webchat. PCI-compliant payments, for example, can’t be conducted by webchat and need the right technology to ensure that people’s data remains safe. Likewise, it isn’t always easy to describe difficult service or product fixes over chat. It is often easier to make a video or telephone call to deal with these enquiries.

Webchat remains a popular tool for many companies. It’s important to remember that it is not a quick fix for everything and that other channels might be more suitable for specific lines of enquiry. By following this guide, call centres can ensure they are maximising their efforts rather than creating future problems with disgruntled customers.

award winning