Talisma Chat Benefits

Deliver live service at the point of need with Talisma Chat.
Drive customer satisfaction, increase revenues, and improve operational performance.Talisma Chat customers have been able to:

Handled more than 1.5 million chat sessions per month
Increased online sales by 30%
Increased productivity by 400% by transitioning customer inquiries from phone to chat

Help Customers at the Point of Need:
Place ‘Chat Now' buttons where customers frequently visit to provide immediate assistance before, during, and following the buying process.

Improve Customer Satisfaction:
Share customer interaction histories across multiple agents and channels and dynamically close chat when agents are unavailable, enabling high-quality, knowledgeable support and diminishing wait time frustration.

Rapidly Resolve Inquiries:
Aid customers via co-browsing functionality and leverage internal collaboration tools to share information among staff and supervisors.

Increase Agent Productivity:
Support multiple, simultaneous chats per agent with an intuitive interface; ensure accurate, consistent responses through knowledge base integration and "canned" responses.

Drive More Online Sales:
Proactively engage and guide Web site visitors through a shopping experience or to drive cross-sell and up-sell opportunities, increase sales, and reduce site abandonment. Configurable rules ensure the best prospects get offers at the most appropriate time.

Ensure Quality Service:
Supervisors can monitor ongoing chats, "whisper" suggestions to agents, or take over sessions to provide quality service and improve training procedures

Drive Ongoing Improvements:
Access dashboards, timers, historical and real-time reports, and chat transcripts to identify opportunities for process improvements and monitor agent performance.