Chat

Chat

Teleperformance helps companies integrate chat with existing customer interaction channels to create a highly advanced digital customer experience.

Chat is becoming the preferred channel of interaction globally, along with voice and email. More and more, automated conversations with chatbots and real-time interactions with service agents in chat windows have become the norm. Today, many of the world’s largest and most recognizable brands are offering chat as one of the primary channels for customer engagement.

Teleperformance Chat seamlessly integrates with all chat platforms, and can be integrated with IVR in no time.

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  • Reduces Expenses


  • Increases Sales


  • Improves Customer Service and Loyalty


  • Addresses Customer Pain Points

  • Click-to-chat

    Click-to-Chat

    Available anytime, anywhere, and providing fast responses to customer inquiries with less wait time, chat is well suited to support products/services that are complex and likely to leave customers with questions.

    TP Chat Benefits:

    • Cost Savings: reduced telecom costs
    • Increase in sales and exceptional return on investment
    • Reduction in service spikes and abandonment rates (up to 20% conversion increase)*
    • Better advocacy and brand loyalty scores
    • Seamlessly integrates with all chat platforms
    • Available in several languages

     

      *On qualified opportunities

    TP Bot

    Chatbot is an interactive, AI-based solution designed to simulate a human
    chat interaction. It utilizes conversational dialogue to engage customers during automated interactions, and can help perform more complex tasks by combining one or more interfaces. Plus, it can seamlessly hand over to live agents when necessary.

    TP Bot Capabilities:

    • Identifies intent using Natural Language Processing (NLP)
    • Performs transactions
    • Answers FAQs and maintains context
    • Does small talk and steers conversation back to topic
    • Deflects low value and repetitive chat interactions
    • Using machine learning, it can improve with each interaction
    TP Bot

    TP Bot

    Chatbot is an interactive, AI-based solution designed to simulate a human
    chat interaction. It utilizes conversational dialogue to engage customers during automated interactions, and can help perform more complex tasks by combining one or more interfaces. Plus, it can seamlessly hand over to live agents when necessary.

    TP Bot Capabilities:

    • Identifies intent using Natural Language Processing (NLP)
    • Performs transactions
    • Answers FAQs and maintains context
    • Does small talk and steers conversation back to topic
    • Deflects low value and repetitive chat interactions
    • Using machine learning, it can improve with each interaction
    Voice-to-Chat

    Voice-to-Chat

    While on queue on a voice call, customers are offered the option of being directed to a mobile chat interface, where they can interact with a live agent instead of waiting on the phone.

    This service:

    • Helps balance voice and chat queues
    • Offers effective deflection of around 20%*
    • Allows customers to communicate in real-time, with support agents cutting out the waiting time and helping customers get answers instantly
    • Improves customer satisfaction and loyalty

     


    * On qualified opportunities

    Visual IVR - mESP

    Turn your IVR service into a digital engagement solution, resulting in a visual IVR interface that helps save time and simplifies the capture of complex data.

    • Expedites the process of acquiring real-time location and snapshot from customers      
    • Positively contributes to first contact resolution (FCR) by eliminating back-office functions                          
    • Reduces customer friction and effort
    • Increases customer satisfaction (CSAT) by simplifying the call process
    • Customizable and configurable solution with straightforward process, requiring minimal effort from the agent or customer

    Other benefits:

    • Cost Savings: 16%* of containment
    • Multi-modal Interaction: information on voice and data channel

    * On qualified opportunities

     

     

     

    Visual IVR - mESP

    Visual IVR - mESP

    Turn your IVR service into a digital engagement solution, resulting in a visual IVR interface that helps save time and simplifies the capture of complex data.

    • Expedites the process of acquiring real-time location and snapshot from customers      
    • Positively contributes to first contact resolution (FCR) by eliminating back-office functions                          
    • Reduces customer friction and effort
    • Increases customer satisfaction (CSAT) by simplifying the call process
    • Customizable and configurable solution with straightforward process, requiring minimal effort from the agent or customer

    Other benefits:

    • Cost Savings: 16%* of containment
    • Multi-modal Interaction: information on voice and data channel

    * On qualified opportunities

     

     

     

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