Customer Service Software Implementation

LiveChat Implementation

 

The Client is a high-speed railway service that directly links the UK to France and Belgium via the Channel Tunnel.

Challenge

The client was utilizing the trial version of the Service Cloud Live Agent with standard Salesforce functionality. They discovered the LiveChat conversion rate was very low (about 150 conversations a day.) Also, customer service agents were spending way too much time searching for answers to customer questions. CodeSWAT was selected to make the UI more user-friendlier and to help increase customer service representatives’ KPI.

Solution

CodeSWAT suggested implementing a custom LiveChat solution and enhancing it with the Clients’ own branding. The system was then integrated with the client’s Salesforce Knowledge Base, allowing customer service representatives the ability to search the FAQ section.

Results

The Customer’s operations were enriched with:

  • Customized LiveChat UI with mobile responsive design and auto-invitation
  • Increased number of chats to 500+ a day
  • More efficient and detailed reporting statistics on overall chat activity
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