OUR FRAMEWORK

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1

Branding

Ensure the branding is consistent with other ‘touch points’ of the organisation and clearing displayed on the chat window within the predetermined guidelines.

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2

Information Management

Management and storage of information to enable continuous improvement for both the organisation and also the chat agent.

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3

Client Care

Identification of different stakeholders to ensure the needs of each of these groups are met in a timely manner that suits the organisation.

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4

Response Time

The added value of reacting quickly to a visitor enquiry that is not a ‘canned’ response can be hugely important for a successful chat outcome – the implementation of this is therefore imperative.

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5

Persona Setting

Setting the tone of the chat based on the persona of the organisation and understanding the potential sensitivity and confidentially of the enquiry or statement.  

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6

Non-intrusive

To ensure the chat window does not undermine the visitor experience across multiple devices.

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7

Knowledge

Being able to answer most type of enquiries from the outset of the engagement whilst ensuring a continuous improvement mechanism is in place for expanding knowledge.

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8

Stress test

The ability to maintain quality on all counts during an unexpectedly busy period.

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9

Social integration

The ability to integrate socially across multiple platforms.

    • Branding

    • Information Management

    • Client Care

    • Response Time

    • Persona Setting

    • Non-intrusive

    • Knowledge

    • Stress test

    • Social integration