Click-to-chat

A new digital channel that enables customers to communicate round-the-clock with our servicing agents.

The US Cards and Payments team launched a new feature named ‘Click-to-Chat’, for their airlines and ride-hailing service provider clients. Through this feature, customers can communicate round-the-clock with our Agents.

The delivery of this solution required close collaboration across multiple teams (Digital, Infrastructure engineering, Operations) located across geographies. At BGSC India, Operations and Digital teams were closely involved in delivering the key aspects of Click-to-Chat feature that helped in a smooth roll-out of the functionality and meeting the stringent timelines. The India team, in the early design phases, consulted and synergized with the UK team, which had previously worked on a similar solution, and leveraged on their design, learnings and challenges to build a more stable solution in a shorter period of time.

Click-to-Chat is a great example of multiple teams successfully working to build a solution to enhance customer experience using deep knowledge of business, synergies and a focused collaborative effort.

How Click-to-Chat benefits everyone:

• Enables real time interactions between customer and Agent, thus bypassing the IVR and wait time on calls, and helps mitigates time-wastage due to inherent complexities in voice communication;
• Appeals to customers who prefer text-based interactions for simpler requests and services;
• Reduces turnaround time, as Agents are able to service multiple customers simultaneously;
• Helps produce analytics and insights from chat records which helps to gauge customer needs and requirements better.

Click-to-Chat offers an excellent opportunity for consumers who prefer to communicate online versus over the phone. It’s the perfect tool to amplify our existing inbound phone, social media and secure message centre channels, creating a real-time personalised experience that advances our mindset of being customer obsessed.