Email & Chat Support

NuComm International views Email and Chat Support as a natural extension of Phone Support training. We typically cross-train existing agents (that are meeting their minimum expectations on the phone support campaign) to handle the scope of this work.

NuComm offers extensive training to its existing agents in the form of clearly defining their roles and linking them to our business objectives, explaining the NuComm Email /Chat anatomy, and further developing their knowledge pertaining to the power of the written word, the offering of a written resolution to a frustrated customer and sending positive messages, all to better serve our clients.

For the initial launch of a campaign, we employ the following process to ensure that all our client's needs are met:

1. All new hire training begins with a formal orientation;
2. Next we progress to the product training you identified. The length of this training will be dependent upon the volume and complexity of 'need to know' information;
3. Then we will integrate Success Selling and Exceptional Customer Service skills for email;
4. In the systems phase of training, we focus on the tools the agent has available to do their job. Some of these tools will be specific to your company - and some would be proprietary to NuComm International.

By consistently following this process, NuComm can ensure that our agents are properly trained to fulfill all the needs within our client's campaign.

The E-Mail and Chat Support team benefit our clients by providing efficient and cost effective solutions to their problems. Our trained agents examine messages that customers have written and then act on them to determine a clear and accurate resolution. Our agents are trained to consider the following key questions when responding to the messages:

• For what reason did the customer send the email / chat?
• What emotions does the customer present?
• What information must I include in my response?
• What emotions must I acknowledge in my response?
• What type of solution can I present to the customer?
• What differentiates the initial response and the revised response?
• How could I further improve upon the revised response?

By actively measuring reactions, learning, behavior and results - we confidently facilitate our client's service, revenue and efficiency targets through the NuComm Training practices mentioned above.

Development Of Online Troubleshooting Guides:

While client knowledge bases and training manuals provide a great deal of information on how to solve specific problems, few tend to detail the process of troubleshooting and solving customer technical problems. The result is that call lengths remain high, repeat calls are frequent and the agent learning curve is high. NuComm's " clear the way for me" develops detailed online troubleshooting guides, which will take even the newest agent through the process of solving customer problems in a step-by-step fashion. Thereby, decreasing call lengths, repeat calls, and the agent learning curve to increase overall client satisfaction.

To learn how NuComm Web Applications can help your business, contact;