When considering the introduction and operation of manned chat, you may feel that it will take a lot of time and money, or that you’re busy at this time of year and will introduce it a later.
It is true that it takes time and money to get a manned chat operation off the ground. However, if you have a vendor to support you with set-up and training, you can introduce and operate the system efficiently.
In addition, remember that non-voice customer service is now a must. The Ministry of Internal Affairs and Communications’ Voice Communication Usage in Japan from the Perspective of Communication Volume (issued in February 2021) shows that the number of domestic voice traffic communications in 2019 was 17% lower than in 2013.
⚠️ Despite the number of mobile phone subscriptions increasing year after year, voice traffic continues to decline.
✅ This indicates that text-based communication rather than voice is the trend.
The Call Centre White Paper 2021 provides the following analysis of the changes in communication.
“Even BtoB interactions are being replaced by chat-type communication, such as Slack, both internally and externally, by the Corona Vortex.
Most companies, both BtoB and BtoC, have opened emails (web forms) or set up chats and chatbots as customer contact points and are promoting ‘omni-channel support’.”
Source: call centre white paper 2021 omni-channel experience survey.
The trend towards non-voice in customer service has already started. The omnichannel style, which includes chat and other non-voice channels in addition to voice, is the current trend.
Furthermore, research has shown that users of manned chat are older: 32% of users are in their 50s, 24% are in their 60s or older, and more than half are in their 50s or older. The need for manned chat support will further increase in the aging society.
It is also noteworthy that the satisfaction of those who have used manned chat is high. 83% of those who received a chat or on line response felt that they had a positive impression.
Manned chat is an effective measure for improving customer success and the customer journey.
It is imperative to promote non-voice customer service in the future.
When call centres operate non-voice channels such as manned chat and chatbots, there are cases where it is better to introduce a contact centre system together.
This is because an omni-channel contact centre system allows both non-voice and voice channels to operate on the same system.
Modern contact centre systems support the following webchats
- Manned chat
- Chatbots
- Proactive chat
- Video chat
Check whether your current contact centre system is omni-channel ready. If you would like to know more about omni-channel enabled contact centre systems, CBA will be happy to explain it to you.