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Solutions - Web Based Customer
Support
Today’s customers want web-based
customer support simply because of its convenience. As a company
with presence on the Internet, you want to offer it because it is
cost effective. It’s a logical addition to your customer care
strategy, but without access to the latest technology and experts
who know how to use the technology best, you may find web support
confusing and unnecessary.
Despite the unfamiliarity with web-based e-support, FrontLine knows
that this is what your customers are looking for. We have evolved
with the growth of Internet technology and combined our experience
in customer service to make it even easier for your customers to
make contact with your business.
We offer a spectrum of e-services with integrated multi-channel
capabilities such as live chat, email response, web push, and
website development. We offer our clients leading technology and
proven expertise in web-based customer support. It is a win/win
solution - your customers are satisfied because they receive answers
to their questions in a convenient and timely manner, and you can
cut your costs by up to 50% per contact.
Live Web Chat
Chat allows your customers to contact you without having to leave
their computer or wait on hold on the phone. Through using chat,
your website visitors can connect to one of our eRep specialists to
resolve issues and receive information all in real time, and on a
24/7 basis. Using the co-browse feature, our eReps can lead your
visitors through a solution by directing them to specific pages and
point to specific areas on the screen. This will ensure your
customers receive the support they are looking for, and
simultaneously teaches your visitor the navigation through your site
for their next visit.
Our chat clients have seen a reduction in shopping cart abandonment,
increase in average order size, and overall greater customer
satisfaction due to the addition of chat on their site. FrontLine’s
live chat solutions include the following features:
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Co-browse/screen sharing capability |
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Pre-chat custom Web form |
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Integrated knowledge base templates
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Spell check and customized dictionary
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Customized chat box with logo |
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Automated custom greetings |
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After hours message box |
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Chat transcripts and reporting |
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Email Response
Email is another efficient and convenient method for your customers
to contact you. However, many business get tied down with so many
email enquires that many emails are left unanswered for days and
some never get answered at all!
Our Email Response solution is designed to manage your high-volume
email inquiries directed to your general mailbox or produced by your
corporate site. FrontLine will guarantee an email response rate of
less than 4 hours ensuring your customers get their questions
answered in a reasonable time frame.
FrontLine Communications employs an email response management system
that significantly improves response times and efficiency through
features such as advanced routing capabilities ensuring the right
agent receives the email, appropriate auto-responses informing your
customers that their email has been received, and integrated
response templates that provide agents with pre-formatted responses
that are integrated with mail merge capabilities for customization.
These features help to significantly reduce the handle time for
responses, and in turn increase your customers’ satisfaction levels
by having their questions acknowledged in a timely manner.
Web Push
Web push allows our eReps the ability to push specific web pages to
your customer in real time. This feature helps your visitors
navigate through your site and have help with the buying process or
with any questions they may have about your site. Web push is
typically administered through a Live Chat.
Dual Web Form Sharing
Through form sharing capabilities, both our agents and your visitors
can view the same form on your website. Thus, if your visitor is
having trouble entering the correct data to finalize a sale or book
an appointment, our eReps are able to assist by completing and
submitting the form for the customer on our end all in a secure
environment. This ensures you do not lose a sale due to a frustrated
visitor, and can help encourage them to visit your site again.
Application Development and Hosting
As a unique offering to our clients, FrontLine Communications can
develop and host our clients’ websites. Our in-house design team and
application developers can create a site customized to your specific
needs. They will work with you to meet your site objectives and
achieve your required needs.
Call us today at 1.800.530.1121 to learn more about our
Web-based Customer Support Solutions.
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