Firstchat: Web Chat Solutions

FirstChat integrates a web chat solution with expert customer service advisors to bring a human touch to the customer experience and improve customer satisfaction in a cost-effective way.

FirstChat leverages innovative webchat technology to deliver chats on a range of devices – desktop, mobile and tablet. It can combine multi-media such as text, graphics and video to provide easy-to-understand communications, and enables chat buttons and invitations to be positioned in optimum locations on the website to facilitate successful live chats.

Firstsource has successfully implemented FirstChat for a number of clients to enhance their overall customer management processes:

  • For a UK mobile operator, FirstChat delivered first contact resolution rates of 74%, with 75% of customers stating they were ‘very satisfied.’
  • For a credit card client, FirstChat achieved consistent customer satisfaction scores above 87% and sales conversion rates of 26.5%.
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FirstChat combines a web chat technology platform with expert customer service advisors...

…and facilitates self-service and increased customer satisfaction through online empowerment and first contact resolution.

Firstsource’s webchat advisors guide and support consumers online to find the right information on the client’s website and resolve their issues quickly and easily.

FirstChat enables organisations to:

  • Increase online sales conversions
  • Improve Net Promoter Score (NPS)
  • Increase First Contact Resolution (FCR)
  • Improve efficiency through concurrent chats
  • Reduce cost to serve
  • Achieve call and email volume reductions

Why Firstsource?

"Leader" in the IAOP Outsourcing 100 List for 2017

This prestigious designation is granted only to the best and most disruptive BPO companies

Trusted by FTSE 100 & Fortune 500 companies

We believe in long term partnerships - over half of our clients have been with us for 7 years or longer

18,000+ people in 38 global delivery centers

We deliver 24/7 customer support aided by advanced analytics, RPA and cutting-edge technology

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Related Pages

Customer Management

Customer management at Firstsource is driven by analytics, to uncover actionable insights that can increase revenue, reduce cost and deliver the right customer experience.

Integrated Customer Contact Management (ICCM)

Firstsource’s Integrated Customer Contact Management (ICCM) framework deploys a set of technology and analytics tools to reduce contact centre costs through optimisation, elimination, deflection and the automation of customer interactions across channels.

Customer Journey Mapping

Comprehensive customer journey mapping helps identify all the customer touch points and provide actionable insights to deliver an enhanced experience.

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