BT Business has added an online chat service to its support
website, based on technology from software as a service supplier
RightNow.
The software is being used to enable contact centre agents to
respond in real-time to customer queries through BT Business' help
and support
website.
Nick Witte-Vermeulen, online support manager for BT Business,
said, "Staff quite enjoy using the chat technology and some are
also using it to share information internally with other team
members".
An alternative to self-serving via the web, e-mailing or calling
into the contact centre, the chat facility provides an additional
interaction channel for BT's small business customers through which
they can receive an instant response.
Once a chat session is completed, customers can print the
conversation for future reference or ask for an e-mail summary.
BT Business said it would also use RightNow to track the types
of questions asked via chat and ensure that popular questions are
always included in the self-service area of the BT website, which
should reduce the number of repetitive questions coming into the
contact centre, freeing agents to provide personalised assistance
with more complex issues.