Why Organizations Should Utilize Online Chat?
When a company considers the ways in which they can interact with their customers or members they typically think of websites and call centers. The goal of the website is often to drive the community to call the company’s toll free number. There is a certain portion of their community base, however, that is not comfortable talking one-on-one over the phone. For these individuals, “Chat” provides the perfect vehicle. Chat is a lot less intimidating and gives the customer/member complete control. With chat, a person can ask pointed questions in a totally relaxed environment. Chat is also something that can be engaged in while, at the same time, also working on some other task. The chat conversation can take place without the concern of it being overheard by others in the surrounding area. In short, Chat is an integral part of a Contact Center solution for most any brand that wishes to hear from all of their constituents.
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Social Media Monitoring & Engagement
Likewise, social media can address the same issue – with some subtle differences. With social media a person can not only reach out to the company but also to the community at large. Some social media platforms also provide a Private Messaging function which becomes another chat-like feature.
Once a company establishes itself in the social media environment, however, it is highly important that the company protects its brand by monitoring those social media interactions. Valtim provides trained subject-matter-experts (SMEs) that are knowledgeable and can both respond to requests for information and monitor all posts for inappropriate or objectionable posts. Once Valtim takes over the role of Social Media Monitoring for a perspective client a new, client specific Contact Center team is formed. This team will already be well versed and have experience with social media and all the nuances of monitoring interactions. Additionally, this newly formed team will go through a series of training sessions that provides them with the appropriate brand knowledge. This team, in essence, becomes the face of the client for the social media community.