A global health and wellness consumer brand needed our support for voice and chat coverage. We provided them with 16 hours of voice and chat service on weekday and 24 hours of voice and chat service on weekends. TalkAgent handled their customer support for multiple websites and delivered assistant to the website visitors regarding any issue or query related to blood & hair sample for allergy tests.
Our client is a group of businesses and brands focused on health and wellbeing offering a range of products and services online, through third-party retailers and partners. It initially offered live chat to all its customers and prospects. However, with more than 12,000 customers, the website found that it simply could not keep up with the flood of support requests generated by the system. For companies with a large customer base, though, support solutions like live chat may prove to be impractical. More staff time is required to provide the kind of instant, customized support expected of such an option. The challenge faced by these companies is how to offer a high level of customer support while optimizing staff time and keep customer service budgets manageable. That’s where chat and voice support by TalkAgent favors them out.
TalkAgent handled the customer support (voice support, chat support) for multiple websites and dealt with the customers who have queries about tests. We provided them step-by-step assistance that how they can send their Blood/Hair sample for tests. We offered assistance about the order details and queries related to orders. We provided them with 16 hours of voice and chat service on weekday and 24 hours of voice and chat service on weekends. TalkAgent Customer Support feature is real-time website visitor monitoring. Our client was able to track a wealth of information about each visitor, including IP address, browser type, and referrer address.
The cost effectiveness and ease of use made our customer support the obvious choice the company arrived at an innovative use for the system. In making live chat support part of its premium membership plan, the company has reduced its live chat caseload to less than 20 inquiries a day.
With 16 hours of voice and chat service on weekday and 24 hours of voice and chat service on weekends, our client observed 82% decrease in bounce rate and 87% increase in ROI. Rather than offering live chat support for all of its customers and any visitor to its website, our client decided to make TalkAgent Live Chat Support part of its premium membership plan.