How the chat model works at Etech

Currently, there are two primary options available to companies when considering adding chat to their web site

Reactive or Static Chat: Usually a simple addition of a link to a third party tool which allows a web site visitor to initiate a chat with a trained Online Chat Representative. Static chat opens the communication between the company and their potential customer, providing an online interactive conversation. Chat buttons can be placed on key marketing and customer service pages, on their web site.

Proactive Chat: Proactive chat allows companies to identify behavior patterns which indicate a higher propensity to buy a product or service. Through the creation of business rules, proactive invitations can be sent to chat, based on the browsing behavior, including key word searches, geographic location, and abandonment actions. The invitation can be specific to the behavior. For instance, a university which uses proactive chat tags a page explaining one of their popular degree plans. Visitors who spend in excess of 30 seconds on that page receive a chat invitation which includes starting salary statistics of graduates with this particular degree. By targeting “hot” leads, companies see much higher conversion rates and maximize the costs of the Chat Representatives.

Determining whether Static Chat or Proactive Chat is best for a company’s web site can best be assessed through a Return on Investment analysis. Chat will add incremental costs to the company. Even though the start-up costs of Static Chat are less, an ROI analysis may show that the investment of Static Chat produces a smaller return than the larger investment to support Proactive Chat.

While the benefits of interactive chat seem obvious, incurring the additional costs seems to counter the mission of the internet; empowering consumers with the information they need to make independent decisions. However, an objective evaluation of the benefits, costs, and risks will guide a company to make the right decision.

A knowledge base of frequently asked questions and answers is created as per customers’ requirement and used during live chat. The knowledge bases are continually updated and improved, based on our agent's interactions with customers.

Floor leaders receive automatic email with the chat transcript for poor customer satisfaction, which is used to immediately coach the agent.

Customer Interaction Services Features

• How Etech Chat services are different than others?
• Benefits at Etech for Chat Services
• Our Chat Standards & Quality