Some customers prefer to chat with customer service reps online, rather than calling them on the phone. The Citrix GoToAssist system is popular among help desk reps because it includes chat, screen-viewing, and ScreenSharing. But chat is also becoming more popular in other call centers and contact centers. Unlike virtual representatives, chat can still be personal (if you can type fast).
We spoke with GoToAssist customer Michael Steelman, Senior Vice President of Support and Integration for PropertyInfo Corporation, First Data Systems Division, about his experiences with chat.
Q. How well has chat worked for you on Citrix GoToAssist?
Steelman: We've been using GoToAssist for 4 years. As soon as we started using it we turned live chat on. Phenomenal. Once customers see it, they keep coming back to it.
Q. Have you ever wanted to stop using chat and go back to old-fashioned voice contact?
Steelman: Sometimes we've had to. But we don't stop the chat. If we can fix the issue through chat, great. If not, we'll start a phone conversation.
Q. What advantages have you found to using chat instead of voice?
Steelman: It's quicker. There are times when a customer on the phone will talk about extraneous issues. Chat is quick and to the point.
Q. What are the qualifications for an employee to use this system well?
Steelman: We train our "First Contact Resolution" techs how to log into the GoToAssist session and how to "talk" to the customer through chat, and how to offer screen sharing. Citrix Online has helped us with scripting. Techs want to know the best practices of how to walk customers through
a session.
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