Session 505: Chat for Technical Support A Discovery Journey in Best Practices - Mary L. Cruse First American - HDI Conference & Expo
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Session 505: Chat for Technical Support
A Discovery Journey in Best Practices
Mary L. Cruse
First American
Chat for Technical Support
A 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…
Sept 2015
• Rolled out chat
• ServiceNow Legacy Chat - Basic
• Minimal Reporting capabilities
• Created our own Chat Training
Program
• No Specific standards / No
Industry best practices
ITSD Chat Milestones – Journey “at a glance”
PART 1 – The initial steps
Q1
Q3 Q4
2016
Q2 Q3 Q4 2016
Chat Launch
9/14/2015
FAI Rolls out Pilot
9/27/2015
Chat GO LIVE
12/1/2015 company-wide
Chat Hours extended
2/1/2016 to 5a-5p PT Divisional Meetings
9/15/2016 11/15/2016
VOLUME
11/25/2016 MILESTONE -
10,000 CHATS!
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 • They like to be able to multi-task
while getting help
• Issues identified to help customers
faster • Chatting to do something “quick
and easy” resulted
• Secure email password reset
• in customer satisfaction
• Printer mapping request • WORD OF MOUTH about CHAT
• Packets distributed by Desktop for: channel
• New Hires and On-boardings • Customers saw IT offering more
• Office Outreach • “Halo effect” for Desktop as
they were the communicators
Bad News – Volume is picking up!
• Tool doesn’t work like a “channel” • Find new ways to manage work
• When are Chats waiting? • Made Chats “Audible” on arrival on
both agent workstation and in center
• How many Chats are waiting? • Chat agents were depended upon to
• How long is average handle time? reach out when they needed help
(not the best solution)
• Who is working a Chat and who is
available? • Need to look at inbound contact
information
• How many Chats?
• Customers start to complain about • During what 30 minute intervals
service experiences • Customer satisfaction scores fell
• Timeliness • This launched our 2017 project to
• Don’t get the same “feeling” address our Chat program
ITSD Chat Milestones – Journey “at a glance”
PART 2 – Let’s make it BETTER!
Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 2017
Desktop
2/1/2017 Support Flyer
HDI Conference - CSI
5/10/2017 Elite - feedback
Launch Chat Project
7/1/2017
VOLUME MILESTONE 20,000 CHATS
7/7/2017
Training POC
11/10/2017
VOLUME MILESTONE
11/21/2017 30,000 CHATS
Chat Team Training
12/4/2017 12/14/2017
NEW CHAT LAUNCH
12/15/2017
Discovery
Service for impaired
4.93
Overall
Chatted while on a con
call – it was great! CSI
Fast and wonderful
Chat
4.83 CSI
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)
How do we get back on track?
We know how to… We need new ideas for…
• “Right person – right place – right • Chat Best Practices
time” • Chat Customer Service
• Setting the bar for better delivery • Chat tool needs an upgrade
• Listen to what the customer wants
• Engaging the team to deliver
“strikingly impressive service”
Form a Plan
Project Team
ITSD Leadership Staff SME
Standards
Criteria Monitor Scorecard SOPs
NEW Chat Tool
ServiceNow Connect (Jakarta)
Customer Svc & Best Practices
Bus Training Works Hands on Training
GoLive
December 2017
Raising the Bar for Chat Qualifications
KCS Typing CSI
FCR
Usage Speed Score
40
Phone Analyst 80% WPM 63% 4.87
50
Chat Analyst 85% 70% 4.92
WPM
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 6sDashboard
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
thatSome 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 Services
mcruse@firstam.com 714-250-8198
Mary (Curtin) Cruse LinkedIn: linkedin.com/in/mary-cruse-3a67697You can also read
