I remember when I started my career as a SW Engineer and
most of my focus was around technical issues. As I became a CEO, a lot of
my time was spent addressing business challenges, but now that the business is
growing, Human Dynamics are taking center stage. It is fascinating and I
love it.
Human Dynamics related to all the constituencies I deal
with: Shareholders, Investors, Employees, Customers and their Customers (we are
a B2B company), etc. As an example, I am noticing an interesting
pattern. Many companies use Live Chat as a way to provide service to
their customers. It is convenient, fast and less expensive than other communication
channels. It makes sense...
However, what’s happening is that many companies complain
about the same issue. It appears that end users click on the Live Chat
option, but then disappear and do not engage in the chat with a live
Agent. The issue is significant. Some of the companies I have been
talking to experience 50% abandonment. I named this phenomenon the “Chat
Abandonment Syndrome” and it is costing companies millions. The reason
being that Agents are compelled to respond to every incoming chat and wait for
at least a couple of minutes before declaring the contact DOA (Dead On
Arrival). In doing so, the Call Center efficiency takes a dive for the worst.
The reasons are unknown. Some claim technical glitches
with the Live Chat platform, other confusion in the way a company sets the
expectation for the experience. Nobody knows for sure. I would be curious to know if your company also experiences
Chat Abandonment Syndrome and if you have figured out the cause. We don’t
know the reason for it, but the good news is that we have found a solution.
-Diego Ventura, CEO, noHold, Inc.
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