Powerful Live Digital Connections
Whether on your website mobile app or social media platform, the best customer experiences (CX) are delivered through meaningful connections that leave a lasting impression on behalf of your brand.
Sitel® Chat and Messaging Management delivers powerful proactive and reactive live digital conversations, bringing your brand and your customers closer together.
Live or Asynchronous Interactions
Manage single or multiple concurrent conversations with ease.
Powerful Digital Communications
Optimized for non-voice communications, supporting effective digital engagement.
Supports Operational Efficiency
Deflect call volume from voice-based channels. Realize benefits of lower cost geographies.
Sitel® Chat and Messaging Management Video
Drive efficiency and customer satisfaction through digital connections.
Reduction in Processing Time
Reduction in Call Volume
More conversations Handled by Same Number of Agents
The Rise of Live Chat and Asynchronous Messaging
Today’s customers are connected like never before, communicating across multiple channels simultaneously as they engage with your brand. 81% of Americans own a smartphone and the average U.S. consumer spends 24 minutes each day on messaging apps. So, it should come as no surprise that chat is the third most preferred contact channel, after voice and email.
The growing consumer preference for chat and messaging demonstrates that brands must offer easy, seamless interactions in the channels consumers are already using if they want to stay connected to their customers. Consumers interact with colleagues on WhatsApp, arrange meet ups on Messenger and text to keep in touch with friends and family, and they want to connect with their preferred brands in these channels too.
Today, 71% of consumers expect brands to offer customer support over messaging channels. While over 55% of consumers use messaging channels for customer service or brand engagement. With 38% of consumers ready to pay more for a product or service if it means receiving a superior customer experience, and 73% prepared to sever ties with a brand after a single poor experience, the question is no longer should your brand offer chat and messaging support. The question is, can your brand afford not to?
Customer Care Guide
How Chat and Messaging Differ
Chat and messaging offer related but differentiated solutions which allow your customers to connect digitally with live agents. The main difference between live chat and messaging is that chat is embedded into your website or mobile app and it is a real-time conversation while messaging is an asynchronous conversation taking place over time.
In a chat conversation, the customer must be present throughout the interaction. Messaging, meanwhile, is often facilitated through social media channels such as WhatsApp, Facebook’s Messenger or Apple Business Chat and enables customers to reach out to your brand and carry on with their day, returning to the conversation when it’s convenient for them.
The Talent You Need to Succeed
Our unique Live Chat Digital Hiring Assessment uses a data-driven approach to effortlessly identify the agents with the core soft skills needed for chat and messaging success.
Agent training includes proficiency tests, identifying who needs support, who is ready to chat and who could be a mentor.
Recruiting and Training Top Talent for Chat and Messaging Video
Best-in-Class Non-Voice Communication
Sitel Group connects brands with their customers across voice and non-voice channels, including 133 million chat interactions every year. As a leading live chat and asynchronous messaging solutions provider, Sitel Group has the technology and support required to deliver best-in-class non-voice communication.
Sitel® Chat and Messaging Management integrates with products from across the EXP+™ platform, including Sitel® Digital Agent and Sitel® Omnichannel Engagement, to automate chat and SMS interactions, deflecting voice-based contacts.
Chat to Save with Sitel Group®
By applying a strategic approach to interaction management and deflecting voice-based calls to least cost, most effective channels, you benefit from a lower total cost of ownership (TCO).
Through our Chat to Save initiative we target a 30% cost reduction in 180 days.* Contact us to learn more.
Sitel® Chat and Messaging Management Sell Sheet
*Chat to Save initiative open to all customers whose support services are currently based in the contiguous United States. To be eligible, customers must enable Sitel Sitel® to access and analyze their customer behavior data, including Google Analytics, and must implement the recommended strategic approaches put forward by Sitel Group including locating chat and messaging support services in the site/s of their choosing, including offshore locations. Customers must implement all elements of the proposed Sitel Group solution, including voice and non-voice components. Eligible customers must share as-is operational cost information with Sitel Group prior to chat and messaging implementation. Target monthly savings of at least 30% within 180 days of chat and messaging implementation. No cash alternative. Offer may be withdrawn at any time without notice.