More and more customers are seeking help through self-service channels. When it works, self-service can reduce costs and increase satisfaction. But when customers can’t find what they need, they want need a quick way to get in touch with a person. And they expect an agent who knows what they were trying to do in self-service and can quickly help them complete their task.
Verint Chat Engagement enables online customers to chat with employees over the web or via mobile devices to obtain assistance with their self-service journeys. Organizations can monitor customer interactions, offer assistance, and dynamically present targeted offers. With chat, customers can easily move from self to assisted service without missing a beat. Chat Engagement helps your organization increase online sales, improve service quality, lower transaction abandonment rates, and create more satisfied and loyal customers.
Verint Chat Engagement can work in conjunction with the Verint Virtual Assistant. Customers can start a conversation with the virtual assistant and seamlessly transition the conversation to a live agent.
As part of the Verint Employee Desktop, the chat experience delivers the same consistency and quality as other engagement channels like email and phone. The desktop will automatically suggest knowledge articles, case processes, and other next best actions based on the context of the customer and his or her chat inquiry.