Fusion5 Sponsor Live Chat

Fusion5 recently announced that they are the official sponsors of the inaugural Live Chat Award category of the prestigious 2016 CRM Contact Centre Awards, the largest awards for the Contact Centre industry in New Zealand, with the winners being announced on 16 September at a high-profile ceremony in Auckland.

We have all become aware of the many benefits of Live Chat, which is becoming more and more prevalent when we go shopping online. It is so much more convenient to be able to quickly reach an agent without having to leave the website, or navigate a time consuming IVR on the phone.

Live chat is consistently a favourite engagement type among customers and/or businesses, and Oracle Service Cloud Live Chat enables our customer service agents to interact with customers and proactively guide them to the best outcomes, as well as fast track the sales process by answering questions while they browse products and services ‘live’.

Live Chat can reduce call centre costs to serve by up to 80%, increasing agent productivity and first contact resolution.  It also helps to significantly reduce shopping cart abandonment and increases website sales conversion rates, while improving customer satisfaction significantly, and with the offer of immediate assistance when it’s required.

Live Chat is extremely beneficial to both the customer and the call centre, increasing sales conversion rates and the average order size for the seller, while, at the same time, reducing shopping cart abandonment. Live Chat can increase customer retention and loyalty with its personalised interactions, reducing call centre costs and increasing efficiency. It can also achieve highest customer satisfaction compared to other channels. 

Fusion5 can provide a premium web experience on your website with live chat to improve first-contact resolution rates, increase agent productivity, and drive customer satisfaction. Chat is also a great way to drive revenue through cross-selling, up-selling and providing guidance for online purchases.

The CRM Contact Centre Awards have gained considerable momentum in New Zealand, with increasing numbers of companies realising the importance of providing their customers with superior contact centre service. For further information about Fusion5, please visit the website at http://www.fusion5.co.nz .