Category Archives: Tips

C3’s Top Tips for Using Web Chat in the Contact Centre

Web chat or live chat is becoming an increasingly popular communication channel, especially amongst the younger generations. The up and coming platform is very favourable by many people because of the ease of use for end users, web chat isn’t just convenient for customers though, it is very simple to use for agents also.

As a customer service channel it is a perfect way to get all of the information that you need quickly and simply, and it is ideal for those that don’t like talking over the phone. If you haven’t got a web chat service on your website yet why not? Here are our top tips for using web chat within your contact centre.

Engaging Interactions

You need to make sure that you keep customers focussed on your interactions, leave a long enough silence in between messages and they might just leave you hanging. If you don’t keep a customer’s attention on your conversation it is possible that they’ll move on to doing something else, like making a cup of tea, and completely forget about the chat window that they have open. Got a whole paragraph of information to send? Don’t send it all at once. Keep your messages to one or two lines only, short but frequent messages will allow the customer to see that you are continually working on their issue. No one wants to stare at an ‘agent is typing’ status for too long.

Make it Mobile

According to Similar Web, on average 55% of internet users are using their smartphone to browse the web. Without a mobile friendly web chat system your volume of interactions is going to be impacted because a whole 55% of your users won’t even have the option to engage with you on your live chat platform. As well as making your web chat available to mobile users you need to make sure it is optimised for the mobile experience, this means easy verification processes, short text responses and if you need to send any attachments at all you should keep them small.

Intelligent Routing & Prioritisation

From start to finish everything about the web chat process and journey should be configured to deliver the best experience to your customer and to boost the productivity of your contact centre agents. Making the live chat option more prominent on key pages such as a cart or checkout page will help to maximise the level of support to customers visiting those pages. Giving interactions from such key pages higher prioritisation compared to engagements on more general pages can help to reduce cart abandonments for example, by catching customers and offering them assistance just before they think about going elsewhere.

To ensure that your agents are delivering the best support possible through the web chat channel they shouldn’t be assigned more than 3 open chats at once. Juggling multiple conversations can lead to confusion between customers and can lend itself to increasing the length of silences between agents and customers.

Take a look at how C3 can help you to integrate your web chat into your customer service platform and streamline all of your communication channels with our multi-channel solution – Contact. Contact our team on 01223 427700 to find out more.

It Doesn’t Have To Be This Way! Why Companies Hang Up On Customers

Welcome to C3’s Industry Insight blog series inspired by articles and comment on the web.

In this blog, Natasha Rutterford tackles the thorny issue of dropped calls

I love the daily tips emails from Contact Centre World. Some are really enlightening with new ideas and operating methods, many others highlight common failings in customer handling.

The issue in the below comment caught my eye as it is something which I have experienced and really irritates me as I know there is a simple technical solution!

Deliberately dropping calls during busy periods.

Continue reading It Doesn’t Have To Be This Way! Why Companies Hang Up On Customers

There’s More To Mobile Wallets Than Money…

Welcome to C3’s Industry Insight blog series inspired by articles and comment on the web.

In today’s  blog Sales Director John Wood reflects on the wider advantages of Mobile Wallets, inspired by a recent TelemediaOnline post (more details below).

Apple Pay was announced in the US in late 2014 and launched with quite a bit of fanfare in the UK in July 2015. Today, most of the big UK banks have committed to support Apple Pay, although not all were part of the scheme when it first launched.

For those who don’t know, Apple Pay is a mobile payment system and digital wallet service designed to change the way consumers shop. There is no doubt that the company has been leading the way in the effort to move consumers from the use of old fashioned physical wallets, packed with various plastic cards, to a world in which your iPhone or Apple Watch does all the work.

Continue reading There’s More To Mobile Wallets Than Money…

Give Your Customers The Channels They Want!

Welcome to C3’s Industry Insight blog series inspired by articles and comment on the web.

In this blog, our Marketing Manager Natasha Rutterford takes a closer look at the importance of tailoring communication channels to your customers.

It should come as no surprise to hear customers have preferences when it comes to communication.

The availability or otherwise of preferred contact methods makes a difference to everything from customer satisfaction to repeat purchases and  revenues.

Despite this clear evidence, it’s surprising how many companies either limit the channels on offer or have them working in discrete ‘silos’. 


The classic example of this is Social Media, which straddles the divide between customer service and Marketing/ PR in a rather awkward fashion, allowing some customer contacts to ‘fall through the cracks’.

If a client has made fruitless complaints via Twitter or Facebook and then have to call a contact centre, they are likely to question your brand commitment to customers (and whether they want to be one of them!)

A well-organised, joined-up approach, however, turns irate consumers into advocates and champions of your organisation.

Think about what contact channels you currently offer your clients. Are they centralised or fragmented? Do you know who is accountable for different interactions via each format?

We are operating in a multi-channel world and brands ignore this at their peril!

Continue reading Give Your Customers The Channels They Want!

Inbound-Only Contact Centres; A Customer Service Roadblock

Recently whilst browsing Twitter I came across a conversation between a leading international bank and a client.

The customer had an urgent issue and had tried to contact the bank’s call centre but was unable to get through. They then took to Twitter, asking for help and a call back from the company.

Continue reading Inbound-Only Contact Centres; A Customer Service Roadblock