FirstChat leverages innovative webchat technology to deliver chats on a range of devices – desktop, mobile and tablet. The solution can also combine multi-media such as text, graphics and video to provide easy-to-understand communications. Firstsource’s webchat expertise enables chat buttons and invitations to be positioned in optimum locations on the website – to facilitate successful live chats.
Firstsource has successfully implemented FirstChat for a number of clients to enhance their overall customer management processes. For a UK mobile operator, FirstChat delivered first contact resolution rates of 74%, with 75% of customers stating they were ‘very satisfied.’ For a credit card client, FirstChat achieved consistent customer satisfaction scores above 87% and sales conversion rates of 26.5%.
It facilitates self-service and increased customer satisfaction through online empowerment and first contact resolution. Firstsource’s webchat advisors guide and support consumers online to find the right information on the client’s website and resolve their issues quickly and easily.
A new product launch by the client created an unpredictable level of demand for support by customers signing up, which had to be handled quickly and efficiently. The Firstsource solution, which included webchat, successfully delivered measurable improvements to the client's NPS results.
average NPS score delivered against a +35 target
increase in website conversions through webchat
average UK colleague engagement, an exceptional score
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