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:
…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.
A new product launch by the client created an unpredictable level of demand for support by customers signing up, which had to be handled quickly and efficiently. The Firstsource solution, which included webchat, successfully delivered measurable improvements to the client's NPS results.
average NPS score delivered against a +35 target
increase in website conversions through webchat
average UK colleague engagement, an exceptional score
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We believe in long term partnerships - over half of our clients have been with us for 7 years or longer
We deliver 24/7 customer support aided by advanced analytics, RPA and cutting-edge technology