VoicePlus has launched Live Chat for Portal customers

In the three months since launch, use of the VoicePlus Chat app on customer portals has increased by 78%.

"Customers love the new Chat app on their Atrium or Access Portal", says VoicePlus Customer Service Manager, Magdalena Chung.

"While most of our enquiries are managed and fulfilled immediately, still from time to time a customer has a complex enquiry and the Live Chat app is perfect for ensuring clear communication.

"We also use Live Chat proactively and if a customer is on the portal for 3 minutes with no activity we will 'pop up' to them through live chat to see if they need assistance.

"We have also found that Live Chat keeps our Customer Care team engaged at a personal level with our customers. We aim to respond to all our customers fast and efficiently but no one is a machine and the live chat is a reminder that we are helping real people which keeps our team motivated and on task," says Magdalena.

The most popular topics discussed via Live Chat include:

1. faulty devices
2. stock availability
3. changing cost centres
4. changing plans
5. information about special offers
6. billing enquiries