BT puts live chat on support site

BT Business has added an online...

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.

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