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Omni-channel
customer engagement
customer engagement
Reduce online abandonment by making it easy and convenient to contact a live chat agent.
Research shows that consumers expect immediate answers from the brand in every digital channel. The inability to answer your customers’ questions can quickly drive them away. Delivering prompt live assistance instead makes your customers feel that their needs are being met.
Because Live Chat is integrated into the Digital Customer Engagement platform, you can use business rules on websites to target the right visitors at the right time with the right engagement tool. For example, use virtual assistants to engage the broader audience and answer repetitive questions. Then use live chat to answer complex enquiries and assist high-value customers.
Increased mobile usage and a mobile mind shift led to the rise of customer service messaging. Nuance Digital Engagement Platform enables you to immediately react to your customers’ enquiries coming from messaging channels but allows them to continue the conversation on their terms.
We make sure that your customers are always engaged throughout the online experience. Features like intelligent queuing to reduce waiting times, skills-based routing to provide your customers with the best agent to solve their issue and contextual transfer of all important information to the live chat agent enables you to increase the effectiveness of the customer experience.
McKinsey: Winning the expectations game in customer care
Learn how to adapt your company’s customer engagement solutions to meet rising expectations and capture loyalty.
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Messaging done right white paper
Four customer service messaging best practices for seamless omni-channel engagement.
Get it nowWe ensure that live chat is offered to the right customer at the right time, before they abandon their visit.
Routing visitors to agents with specialist knowledge avoids long waiting times, resulting in higher conversion and an improved customer experience.
The Digital Engagement Platform provides a smooth transition from an automated customer engagement to a live chat agent, while maintaining the context of the conversation.
Our technology enables an effortless customer journey, so your customers can engage with you whenever they want through any channel they prefer.
increase in conversion rate using a co‑browse tool compared to the site average
decrease in live agent transfer rates by implementing accurate agent routing rules
of all chat-assisted sales are driven by targeted proactive chats
Prompt live assistance makes the customer feel that their needs are being met.
Live chat checks agent availability before offering an assisted engagement and ensures that visitors are routed to agents with the specialist knowledge required to answer their question.
Messaging and live engagements are integrated into the overall omni-channel engagement strategy to create a seamless customer experience. Our technology allows you to treat every incoming message in a channel-appropriate way while it lets your customers decide where to engage and in which manner.
If the conversation needs to be escalated from an automated engagement to live chat, or when your clients move between channels, like IVR-to-chat, chat-to-call and others, the platform will maintain the context.
Agents can see the same browser screen as your customers, with secure access to only tagged pages. This offers the flexibility to assist consumers through complex processes online.
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