Close cases faster and reduce the average cost per case by utilizing Live Chat as a Real-time engagement channel
Identify proactive service-to-sales opportunities and drive additional revenue generation by minimizing cart abandons and guiding customers through the purchase process.
Transfer conversations from costly, low-performing channels to Live Chat
A supervisor can set-up automatic routing of specific cases to Agents in a Live Chat stream to ensure that cases with high revenue potential, or high risk, are handled in Real-Time. The supervisor can leave notes for the agent within the workflow.
Uncover revenue opportunities by implementing Proactive Live Chat on high-value shopping carts or product pages in order to guide the customer through the purchase process or mitigate cart abandons.
Integrate CRM profiles to empower agents to connect with customers on a human level at the speed of now, enabling up- and cross-sell opportunities.
Transfer high-value, high-risk customers from lower performing channels to Live Chat to enable swifter case resolution
Proactive Chat - Define when and where a proactive instance of Live Chat is served to a customer, enabling service-to-sales as well as quick resolution of customer cases
Reassign chats - Within the Brand Embassy platform, agents can re-assign chat session to another agent.
Transfer to real time channels - Agents can generate a link within the Brand Embassy system which initiates a Live Chat instance in the customer’s browser, enabling the transference of cases from e-mail, social and other non-live channels.
Real-time message previews - The agents can see a preview of the customer’s message as they are typing, enabling the agents to prepare an appropriate response faster.
Custom translations - All text labels in the Live Chat Window can be translated into local languages from within the settings.
Custom fields in Pre-Survey - Managers can define custom fields to display before the customer starts a chat session
Out of office contact form - When agents are out of business hours, customers can still initiate a Live Chat instance and leave a message
Canned responses - Managers can predefine canned responses which can be used by agents for faster response times.
Learn how to optimize your contact center and improve Agent performance, via:
"Brand Embassy helps Kcell optimize the workflow and day-to-day tasks of our customer service team, as well as automated KPI reporting."
Head of Self-Service and Social Media Support
"Brand Embassy helps create critical differentiators necessary to embrace the digital transformation in customer service."
Former Vice Chairman
"As part of T-Mobile's brand differentiation strategy, Brand Embassy was deployed to improve customer support and experience on social media."
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