14
Session 505: Chat for Technical Support A Discovery Journey in Best Practices Mary L. Cruse First American
Session 505: Chat for Technical Support A Discovery Journey in Best Practices
Mary L. Cruse
First American
Chat for Technical SupportA Discovery Journey to Best Practices
This presentation and the related remarks reflect the views of the presenter and do not necessarily represent the views of First American.
Why is my story of value to you?
• Ideas on how to get a Chat Channel started and managed
• What you might expect along the way
• When to know it’s time to make a change
• Do what you know--Or look for new ideas
• Are you successful? How to measure that?
2 Common Misperceptions of CHAT
• “Contact volume will go down”• Industry data doesn’t show this & neither did our experience
• Calls shift to chats AND new customers come to you
• “Agents are more productive and can handle more”• Agents cannot successfully handle more than 2 simultaneous chats
• Agents cannot do multiple simultaneous channels, e.g. chat/phone, chat/email, etc.
WHY Chat?
• It is a new channel – not just something “kewl” to do
• Know your goals!• Reaching “silent sufferers”?
• Reach people who can’t call you?• Offer productivity option for your customers?
• Really want to try to “do more with less?”
• Do you expect the same CSAT on this new channel?
The Beginning of the Story…
• Rolled out chat
• ServiceNow Legacy Chat - Basic
• Minimal Reporting capabilities
• Created our own Chat Training Program
• No Specific standards / No Industry best practices
Sept 2015
2016Q3 Q4Q12016
Q2 Q3 Q4
9/14/2015
Chat Launch
9/27/2015FAI Rolls out Pilot
12/1/2015
Chat GO LIVE company-wide
2/1/2016
Chat Hours extended to 5a-5p PT
9/15/2016 11/15/2016Divisional Meetings
11/25/2016VOLUME MILESTONE -10,000 CHATS!
ITSD Chat Milestones – Journey “at a glance”PART 1 – The initial steps
2016 – Getting the Word out Where the People Are!
• Conference Calls with Divisional Leadership
• Signature Block Tag Lines
• “Random Announcements” during hold time
• Internal Service Desk Website --- put a “Chat Button”
• Largest Division holds Leadership Meetings – Announced there
Creative Communication Alternatives …
Click on this in signature block…
…and it takes you to The IT Service Desk website
Good News – Volume is picking up!
• Customers like the ease of Chat
• Issues identified to help customers faster • Secure email password reset
• Printer mapping request
• Packets distributed by Desktop for:• New Hires and On-boardings
• Office Outreach
• They like to be able to multi-task while getting help
• Chatting to do something “quick and easy” resulted• in customer satisfaction• WORD OF MOUTH about CHAT
channel
• Customers saw IT offering more
• “Halo effect” for Desktop as they were the communicators
Bad News – Volume is picking up!
• Tool doesn’t work like a “channel”• When are Chats waiting?
• How many Chats are waiting?
• How long is average handle time?
• Who is working a Chat and who is available?
• Customers start to complain about service experiences• Timeliness
• Don’t get the same “feeling”
• Find new ways to manage work• Made Chats “Audible” on arrival on
both agent workstation and in center• Chat agents were depended upon to
reach out when they needed help (not the best solution)
• Need to look at inbound contact information• How many Chats?• During what 30 minute intervals
• Customer satisfaction scores fell• This launched our 2017 project to
address our Chat program
2017Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
2/1/2017
Desktop Support Flyer
5/10/2017HDI Conference - CSI Elite - feedback
7/1/2017Launch Chat Project
7/7/2017VOLUME MILESTONE 20,000 CHATS
11/10/2017Training POC
11/21/2017
VOLUME MILESTONE 30,000 CHATS
12/4/2017Chat Team Training
12/14/2017
12/15/2017NEW CHAT LAUNCH
ITSD Chat Milestones – Journey “at a glance”PART 2 – Let’s make it BETTER!
Discovery
Overall CSI
Chat CSI
4.93
4.83
Fast and wonderful
Chatted while on a con call – it was great!
Service for impaired
Why is this happening?
• Scheduling – What were we doing?
• Who was doing chat?
• What kinds of issues were we trying to solve? (AHT)
• Customer leaves us hanging (AHT)
We need new ideas for…
• Chat Best Practices
• Chat Customer Service
• Chat tool needs an upgrade
We know how to…
• “Right person – right place – right time”
• Setting the bar for better delivery
• Listen to what the customer wants
• Engaging the team to deliver “strikingly impressive service”
How do we get back on track?
Form a Plan
GoLiveDecember 2017
Customer Svc & Best PracticesBus Training Works Hands on Training
NEW Chat ToolServiceNow Connect (Jakarta)
StandardsCriteria Monitor Scorecard SOPs
Project TeamITSD Leadership Staff SME
KCS Usage
80%
85%
Typing Speed
40 WPM
50 WPM
FCR
63%
70%
CSI Score
4.87
4.92
Raising the Bar for Chat Qualifications
Phone Analyst
Chat Analyst
Here are the early returns…
CHAT 2017 (Year) 2018 (Jan)
CSI 4.85 4.90
Abandon 3% 1%
Avg Wait 88 sec (1m 18s) 53 sec
Duration n/a 12m 6s
Dashboard
Some Best Practices along the way…
• Chat conversations that drag……• Decide when pause = departure.
• New tool automates this – we chose 3 minutes based on Training recommendation
• It’s really working for us! No negative customer feedback
• When is issue too complicated for Chat?• Determined by what you want your average handle time to be
• Do you need to hand the Chat to a phone agent? How do you do that
Some Best Practices along the way…
• Chat quality monitoring • Look at what you want to take place in the chat and measure for it
• Customer name? YES … for the same reason as voice-to-voice
• Stored phrases for standard open, close, etc.?
• Efficiency strategies – stored phrases• KB with standard phrases
• Put “Chat phrases” in KB articles for when issues are being resolved
What challenges are you facing that we’ve not discussed?
HDI Members Let’s keep CHATTING…
Not a member? NOW’S THE TIME!
• Consider Joining!
• See HDI Booth
• Talk to the member near you
• How to reach me:
Mary L. Cruse Director, IT Customer [email protected] 714-250-8198Mary (Curtin) Cruse LinkedIn: linkedin.com/in/mary-cruse-3a67697
