Agents can also contact customers while they’re browsing the site and invite them to chat.
The live chat technology is based on instant messaging (IM) software which allows individuals to communicate one-on-one with each other while they perform other computer tasks. The service does not require the visitor to download or install any software.
So many companies say they offer customer support when all they really have is voicemail and email, said Deanna McKillop, call center manager for Butte Community Bank. We believe that personal contact is the key to success in any business, especially banking. Our website is a very friendly environment for asking questions.
Chat sessions begin when the customer clicks on a live chat button. The system alerts the Bank’s support staff of the incoming request and the chat session is underway. To save time, agents may select from a library of web pages that contain interest rates, branch locations, product information or other data. These pages can be pushed directly to the customer for immediate viewing.
According to The Wall Street Journal, at least six of the 12 biggest banks in the country have recently implemented or are developing live chat capabilities. Most major banks will offer at least a basic chat option by the end of 2006, predicted Jackson Wilson, chief technology officer at Proficient Systems, a provider of live chat technology.
