Clickatell a global mobile communications and chat commerce firm, announced the launch of Chat Desk, a digital contact center solution that helps agents resolve customer queries and obtain customer insights in real-time using chat channels for live agent support.
The solution is cloud-based for fast deployments and instant updates, significantly lowering the risk for organizations. It also addresses the growing consumer demand for easy and personal experiences by transforming the traditional call center with one simple integration.
Jeppe Dorff, Clickatell’s Chief Product and Technology Officer says that the technology addresses some of the biggest customer experience challenges today and enables consumers to communicate on the chat channels they are most comfortable using, while enabling organizations to easily integrate chat to deliver the very best customer experience and not break the bank.
Chat Desk enables live agents and their supervisors to communicate with customers over popular chat platforms such as WhatsApp, tracking tickets and chat histories.
By integrating chat channels within Chat Desk, businesses lower the demand on costly, traditional voice channels and enable agents to resolve multiple chat requests simultaneously, lowering the cost per resolution and increasing customer satisfaction, Dorff explained.
Chat Desk’s real-time reporting and analytics provides agents with the ability to view customer sentiment and insights, and access customers’ outstanding and historical tickets. With these features, agents efficiently manage customer escalations by easily transferring inquiries to correct departments or specialized agents.