Connecting new channels
Posted: Sat Feb 22, 2025 5:49 am
With the help of the chat on the website, the company can provide services in an online format, which allows maintaining a high level of service for any clients. Now there is no need to explain complex instructions for restoring communication for a long time, you can simply send a file with a diagram.
Visitors to the site can get advice on services, ask questions about the contract, and also contact technical support for help in case of questions on the Internet.
Ulyana Zhukova, Head of the qatar mobile database Service Group in Digital Channels of Novotelecom, noted that the launch was quick and convenient for the company. Operators quickly figured out the interface.
In addition to the chat on the website, the company connected the VKontakte social network and a chat in the mobile application. For the convenience of working with several channels simultaneously, Novotelecom employees use a single application where all customer requests are received.
In the LiveTex Personal Account, it is convenient to track the number of requests from each channel, as well as the average response time and reaction to the first message. Thus, the company processes more than 27,000 requests monthly. And thanks to the use of HotKey and response templates for similar questions, operators have become more efficient, which has reduced the average response time of operators to 1 minute, and the waiting time for a response to 10 seconds.
Chatbot in new channels
According to Novotelecom, every year more and more users prefer to contact through digital channels. And, in order to optimize the workload of operators and automate the process of communication with clients, in September 2022 the company connected a push-button chatbot as the first line of support.
The structure of the chatbot was developed based on frequently asked questions from clients. In online mode, users can solve the problem themselves, as well as get information about their personal account: find out the balance, re-register to another person, connect an additional account. services, receive instructions in case of an error during payment, etc.
Visitors to the site can get advice on services, ask questions about the contract, and also contact technical support for help in case of questions on the Internet.
Ulyana Zhukova, Head of the qatar mobile database Service Group in Digital Channels of Novotelecom, noted that the launch was quick and convenient for the company. Operators quickly figured out the interface.
In addition to the chat on the website, the company connected the VKontakte social network and a chat in the mobile application. For the convenience of working with several channels simultaneously, Novotelecom employees use a single application where all customer requests are received.
In the LiveTex Personal Account, it is convenient to track the number of requests from each channel, as well as the average response time and reaction to the first message. Thus, the company processes more than 27,000 requests monthly. And thanks to the use of HotKey and response templates for similar questions, operators have become more efficient, which has reduced the average response time of operators to 1 minute, and the waiting time for a response to 10 seconds.
Chatbot in new channels
According to Novotelecom, every year more and more users prefer to contact through digital channels. And, in order to optimize the workload of operators and automate the process of communication with clients, in September 2022 the company connected a push-button chatbot as the first line of support.
The structure of the chatbot was developed based on frequently asked questions from clients. In online mode, users can solve the problem themselves, as well as get information about their personal account: find out the balance, re-register to another person, connect an additional account. services, receive instructions in case of an error during payment, etc.