Instant Messaging – Grownup Style

Getting the most from a call center means going with a company that is able to provide the most up-to-date options for customer service. That’s why TeleDirect has integrated instant messaging into the way we handle our clients’ needs, one customer at a time.

Many people are initially put off by the idea of using instant messaging in the workplace, but this tool can be extremely valuable in saving you time and money. The mobile generation has come to rely on efficiency and effectiveness, and adding instant messaging to customer service provides just that. 

Here’s how it works: When a call is taken by one of our customer service representatives, we do our best to provide the caller with adequate answers to real questions. However, sometimes a question might be so specific that it goes beyond the field of a particular CSR’s expertise. This is where instant messaging can play a major role in efficiency and customer satisfaction.

Rather than placing a customer on hold, our CSR is able to use our instant message feature to ask another representative for a solution. This open dialogue between CSRs ensures that all information is readily available without the inconvenience and lost time of transfers or holds. 

Remember, a chain is only as strong as its weakest link. By implementing a network of shared knowledge directly into your call center service, you can create a user-friendly interface designed to help your business or organization run as smoothly as possible.

Not only does instant messaging make service faster, it also saves your business money. When CSRs are able to find solutions quickly, they are able to assist more customers, who become happier when their questions and concerns are addressed by one representative in a timely manner. Cutting down on hold times and missed transfers is always a good thing for customer relations.

When considering ways to make the most of your call center service experience, look into available instant message or chat features. This once juvenile boredom buster can drastically transform your customers’ experiences and generate loyalty and trust, all while saving you money.