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We support a full range of digital channels including email, chatbot, assisted chat, authenticated self-service portals, messaging, FAQ & social.

Messaging & Livechat

Sabio has a coherent and integrated approach to livechat delivery which encourages a seamless transition between self-service and live agent interactions.  While livechat is widely recognised as one of the fastest-growing digital customer service solutions, it’s important that you present the service as part of a coherent and integrated customer engagement experience.

Customers clearly appreciate how livechat can offer instantaneous text-based communication between themselves and the organisation they’re dealing with. However, it’s also really important that you also have the skills in place to support your chat service. Your customer contact team should only be offering chat when they have the agents in place to provide customers with the right answers and the right levels of service needed to resolve their enquiries.

That’s why it’s essential that you invest in a customer livechat solution or digital engagement engine that allows you to apply the same disciplines to chat as you do with your more established channels. You’ll also need to look for an approach that enables livechat to operate as part of your broader contact capabilities – providing customers with the opportunity to switch between channels as their interactions progress. Combining livechat with co-browse, for example, lets you extend the potential and conduct more complex conversations.

Getting livechat right can not only help enhance the customer experience, but also assist in reducing voice contact volumes into your customer service operations by encouraging a more seamless transition between self-service and live agent interactions.

Leeds City Council implemented a digital engagement engine approach to ensure that the Council was able to proactively deliver the right chat or content invitation – to the right customer – at the right time. Request the Case Study to see how the Council is benefiting from this deployment.

Digitally Enhanced Adviser

Our solution simplifies processes to improve your customers’ experience. Sabio’s digitally enhanced adviser platform helps to connect a customer and an agent in an enhanced visual way using the power of smartphones.

  • 100% user friendly – Instant customer access via a single text
  • 100% cloud
  • No additional infrastructure required
  • 100% connected
  • Any smartphone, anywhere (Wifi, 3G or higher)
  • 100% compatible
  • Works in parallel with any PBX, CTI or CRM solution

Interested in finding out more about our customer engagement options? Contact [email protected]

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What our clients say

LV=

“Sabio has delivered a fantastic roadmap for the evolution and proactive monitoring (MaaS) of our Avaya Contact Centre infrastructure. Sabio’s active engagement model has enabled LV= to drive it’s contact centre transformation plan and unlock significant savings.”

Adam Kinghorn - GI Customer Interaction Controller

AA

“Looking to the future we needed an expert technology partner to help us in developing our next generation, multi-channel communications infrastructure”

Simon Brown - Infrastructure Services Manager

HomeServe

“Sabio’s proven experience in deploying speech analytics solutions and tuning them for improved performance has helped us accelerate our time to value and we look forward to making customer analytics an integral part of our broader engagement strategy”

Alison Hanson - Director of Contact Centre Strategy

Office Depot

“Working with Sabio has given us access to a real depth of understanding in both workforce optimisation processes and technology, and that has been a key factor in ensuring the success of a major technology refresh project at Office Depot.”

Dave Corless - Head of Resource Planning


Ready to chat?

Contact us to find out how Sabio Digital can transform your customer experience.

Call us: +44(0)344 412 3000 Email: [email protected]