Live agent chat and its escalation-to-voice problem

Customer Experience

As the multi-channel call center gets more and more common, implementations of click-to-chat get more common. Like click-to-call, the goal with chat is that you can raise the conversion rate of browsers into buyers and/or lower the abandonment rate.

Hand-off problems

Advantages over click-to-call is that (in theory at least) an agent can handle multiple chat conversations at the same time, thus making a chat cheaper than a phone call. The problem with the theory is that chat session often have to escalate to a phone call, either by user choice or because of policy reasons. This is a recurring challenge for multi-channel client care – hand-off between channels. For more, see the post “The Multi-channel challenge”.

Let’s talk

If your company has installed click-to-chat or is planning to, we’d love to talk to you about how you’re addressing this challenge. It’s possible that, without a smooth hand-off from chat to voice, the gains may all be wiped out. We have been working on a solution (still in beta) to this problem at Fonolo and we’d love to talk to you about it.


Fonolo Resource cover image

[FREE WEBINAR] Learn why your credit union is struggling to get new members.

Join Fonolo the Linn Area Credit Union, and the NCUCC for an exclusive webinar that will help you take the brakes off your credit union's growth.

Register Now