Research shows that consumers abandon sites after an average of only three clicks. They want answers right away, and the inability to answer their questions quickly can drive these customers away from your site. Prompt live assistance makes the customer feel that their needs are being met.
Nuance live chat engages consumers throughout the online experience, even in connection from a virtual chat with Nina.
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Sixty percent (60%) of consumers are likely to abandon online conversions if their questions are not promptly addressed. We ensure that chat is offered to the right customer at the right time.
Forty-four percent (44%) of consumers consider having live chat assistance during conversion to be one of the most important features of a website.
If the conversation starts with an automated engagement the Nuance Customer Engagement Platform provides a smooth transition to a live chat agent, if needed, while maintaining the context of the conversation.
Interact with your customers in their mobile environment with mobile web chat, in-app chat, or -the mobile customer favorite – SMS chat; texting is native to the mobile device, so meet your customers in their moment of need, right where they are.
Another popular tool is co-browse, where screen-sharing proactively guides customers through problems and trains them to better use the site in the future.
Engage consumers with relevant, targeted and rich content such as videos, tutorials, FAQs, or special offers. And seamlessly continue online conversations over the phone with a chat-to-live-call transition that supports the omni-channel experience without losing conversation context, minimizing service costs and satisfying the customer.
Chat windows define the customer experience. Dynamic windows stay in the customer’s sight as they navigate your website so that contact and context are never lost. These windows reflect your branding, support “push” content for agents to display and allow consumers to re-size or adjust them to their preferences.
Routing visitors to agents with specialized knowledge leads to higher conversions and satisfaction.
Long wait times for agents can destroy customer satisfaction. Nuance ensures chat is not offered to visitors unless agents are available.
Escalations or transfers from care to sales are necessary. Nuance allows smooth transfers to the appropriate agent pool to quickly provide the required assistance.
Our customer engagement platform supports 128-bit encryption to ensure the conversations remain secure and all data collected remains the property of your company.