How Does Live Chat Deliver Significant Operational Savings?

Live chat offers companies substantial operational savings compared to other agent-assisted channels like telephone and email. Its efficiency stems from allowing agents to handle multiple chats simultaneously and integrating with a knowledge base to reduce Average Handling Times (AHT). Live chat also eliminates telephony overheads, such as connection costs and service charges.

Unlike phone and email, which handle one query at a time, live chat increases productivity by resolving more queries at once, reducing customer wait times and minimizing costs. Additional efficiencies come from advanced features like AI-powered predictive suggestions and live keypress feeds.

AI-powered suggestions leverage Natural Language Processing (NLP) to connect with the knowledge base, generating relevant articles based on what customers are typing. Agents can quickly select the right article, improving First Contact Resolution (FCR) and streamlining the support process.

Visit our dedicated Live Chat resource page here.