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serviceServices - Chat

Onshore and offshore Live Chat solutions tailored to your needs: Turnkey, 24/7, Mobile, Proactive, Sales or support, backed by state of the art chat technology and award winning operational processes and practices

Co-browsing

According to a leading Forrester analyst, live-assist communication channels such as phone, chat and co-browsing, have much higher satisfaction ratings than asynchronous electronic counterparts such as email and web-self-service. In fact, the satisfaction ratings for co-browsing are as high as 78%.


Collaborative browsing is a great way to ‘get on the same page’ as the customer and answer their query, easily, effectively and quickly. If your customer is trying to fill an online form or locate information on your website, our agents can provide targeted help in completing the process through initiating a co-browsing session.

Knoah’s expertise in co-browsing techniques stems from our in-depth experience in delivering results in the live chat space. We were among the earliest outsourcers to help clients adopt chat back in 2002. We understand the processes an online consumer goes through while reaching out for assistance or making purchases online and we have discovered that co-browsing can be an effective catalyst in this process. While not applicable in every live chat situation, co-browsing continues to be a powerful web interaction tool.

Knoah’s agents deliver co-browsing results in a variety of ways:

Enhance customer experience and increase customer loyalty
Reduce shopping cart abandonment and increase sales
Know web pages visited by customers and in turn provide the right guidance
Tune service offerings to meet customer requirements – for sales or technical troubleshooting
 


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News & Events

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Events

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    CCW

    17th Annual Call Center Week 2016
    (Conference + Expo)
    June 27 - July 01, 2016
    The Mirage, Las Vegas, Nevada

    • The Evolution Of Chat: A Case Study

      Abstract:Knoah & our Consumer Electronics client will share its journey in developing its chat channel from a several person exploratory pilot to handling over 2.5 million chats per year today.
      This presentation will discuss a variety of methods our client uses to promote and deliver a cost effective and high CSAT service and support capability with Chat. Knoah Solutions, will share its best practices in managing the chat agent population.