ActiveAgent for Live Chat purportedly handles hundreds, thousands or millions of requests with the same speed, says Next IT, making it ideal for companies with unpredictable demand and seasonal volume increases, like insurance companies, airlines, retailers, financial service and telecoms.
A recent study conducted by Next IT confirmed that an average chat takes 18.5 minutes, with less than half of the conversations resolving customer concerns. Next IT says customers can expect to wait an average of 5.5 minutes for an initial response from a live chat agent that will be accurate about 60 percent of the time. At an average cost of $5-plus per chat, according to
Traditional online chat is a mainstay on retail sites, but increasing demand is poised to break the bank, says Next IT. The model isn’t suitable to high volumes, says the company, since reps manage multiple conversations at a time. This creates log jams and irritates users who expect instantaneous responses. In fact, these “time-saving” calls actually take twice as long as a phone call, according to
Next IT says its new Take-the-Cost-Out-Of-Chat program will have a virtual employee up and running in just 90 days, and comes fully equipped with an operator-assisted live chat interface for secondary escalation to supplement call-center staff.
