In this insightful session, MaxContact’s Head of Marketing Kayleigh Tait and Training Expert Ben O’Reilly demonstrated how businesses can enhance their customer engagement through effective omnichannel communication.
Key Takeaways
State of Omnichannel Communication
- 31% of UK contact centres have implemented true omni-channel solutions
- 55% operate in multi-channel environments (but with more disparate systems)
- 77% still primarily rely on voice as their main channel
- B2B customers use around 10 different channels to interact with suppliers
- Companies using omni-channel see 30% higher customer lifetime value
Implementation & Best Practices for Introducing New Channels
- A phased approach is recommended when adding new channels
- Focus on 3-4 channels done well rather than trying to implement everything
- Different templates can be created for different channels
- You need to consider compliance and opt-out options for each channel
- Can set different SLAs and priorities for different channels
- Ability to route different types of interactions to specific agent groups
Contact Hub (MaxContact’s Agent Interface) Features & Capabilities
- Contact Hub shows real-time SLAs for response times across channels
- Agents can handle multiple interactions simultaneously (3-5 web chats)
- MaxContact includes conversation history tracking across channels
- Contact Hub allows you to merge and link conversations from same customer across channels
- Templates available for digital channels to standardised responses
- You can transfer interactions between agents and add context messages
- Integration with voice calls – agents can initiate calls from any channel
- Auto-response capabilities for emails and other channels
Channel-Specific Features Email:
- Carbon copy and blind copy capabilities
- Attachment handling
- Customisable email templates with branding
- Auto-response functionality
- Expandable composition window
Web Chat:
- Customer typing indicators
- Location detection (unless masked by VPN)
- File attachment capabilities
- Quick response templates
- Cannot be combined with voice calls due to intensity of interaction
SMS:
- Character count and message segment tracking
- Can be integrated into IVR systems
- Payment links can be sent via SMS
- Automated responses based on call outcomes
Agent Management
- Customisable concurrent interaction limits based on agent experience
- Force ready feature to keep agents available on specific channels
- Real-time queue management and agent allocation
- Ability to transfer between queues based on demand
- Performance monitoring and tracking capabilities
Webinar Transcript
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Kayleigh Tait: Hello, and good morning, everybody.
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Kayleigh Tait: Just give it a moment while people are joining, and while spent joins as well.
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Kayleigh Tait: Hi, Ben.
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Kayleigh Tait: good
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Ben: Hello!
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Kayleigh Tait: People a couple more minutes. So welcome to today’s webinar on expanding your sales and collection strategy with omni-channel communication. So
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Kayleigh Tait: we’ve got a few
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Kayleigh Tait: cool things to talk through today about omni-channel. And then we are going to do a live demo as well.
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Kayleigh Tait: Ben has just told us that his Internet is playing up a little bit at home, so we’ll see how far we get with this. But
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Kayleigh Tait: we’ll give it a good go.
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Kayleigh Tait: So whilst people are joining we’ll get started in a moment, but if you are coming in, feel free to use the chat, we have got the chat function within Zoom, and we’ve got Leah in the background as well. Who will answer any questions in the chat? But we’ve also got the QA. Panel but I’ll start by just doing a few intros first.st So I’m Kayleigh Tait. I’m head of marketing at MaxContact and
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Kayleigh Tait: there’s a couple of housekeeping items before I introduce you to Ben. So we are recording this session. So if you do want to drop off at any point, then don’t worry about it. We’ll be following it up with an email afterwards. So
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Kayleigh Tait: yeah.
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Kayleigh Tait: don’t worry too much. We also have got the QA. Panel and box, and we’ll if you’ve got any questions throughout the session, please do just ask them. There’s no silly question. We try and get through all of them. And it’s really great to hear what your what your questions are. So yeah. Feel free to use that.
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Kayleigh Tait: So we’re joined today by Ben O’Reilly. So Ben is our training expert and MaxContact.
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Kayleigh Tait: He brings lots and lots of experience. In the learning and development side of his role. And over 5 years’ experience in the contact centre space as well, so works a lot with our clients helping them to on board with MaxContact.
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Kayleigh Tait: Really show them the best
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Kayleigh Tait: practice and how other organisations are using technology to help their contact centre performance and efficiency. So brings loads of experience. So thanks very much for Ben for offering to show everyone around today.
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Kayleigh Tait: So if you are new to MaxContact
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Kayleigh Tait: we are a contact cloud contact centre platform. That focuses on delivering customer conversation outcomes and customer insights to really help organisations. Generates revenue compliantly.
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Kayleigh Tait: Like, I said. I’m Kayleigh Tait, head of marketing. I’ve been with the organisation for around 4 years now. But I’ve got 15 years’ experience working with sales, marketing teams to really help drive revenue for their organisations as well working alongside contact centre teams as a part of that channel. Mix as well. So we’re coming at this with a couple of different angles. But hopefully you’ll find it useful
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Kayleigh Tait: and we’ll get started. So I’m going to start by just setting the scene a little bit around omni-channel. So Omni channel and multi-channel has been talked a lot
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Kayleigh Tait: about
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Kayleigh Tait: different challenges. The adoption of it for a number of years now. So before doing this webinar, I just wanted to have a look at what was the state of the omni-channel and multi channelling contact centres. There’s a reason that we’re still talking about it today. And I think while phone-based communication is crucial and important.
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Kayleigh Tait: today’s customers
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Kayleigh Tait: expect to engage with businesses on different channels as well at different preferred times, and that’s the beauty of omni-channel and multi-channel
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Kayleigh Tait: so when doing research into the UK, 31% of contact centres today have or States. They have implemented omni-channel
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Kayleigh Tait: which allows customers to use multiple channels when maintaining a history of that conversation, the context of interactions across those channels.
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Kayleigh Tait: 55% of contact centres operate in a multi-channel environment. So usually, those setups are a little bit more disparate conversation. History might be difficult to get that one view of the customers, and it might be harder to switch between channels which might lead to some customer frustration.
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Kayleigh Tait: And then 77% of contact centres did still state that they primarily rely on voice as their main channel for customer interaction, and I think that’s typical across our customer base as well. But we are seeing some great use cases for Omni Channel, and especially when it comes to helping close sales. Helping in that sales process, but also from a debt collection perspective as well.
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Kayleigh Tait: I think the stats do highlight, the ongoing transition, though, to integrated communication solutions in the industry. So
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Kayleigh Tait: a lot of this is driven by customer preferences. So
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Kayleigh Tait: when looking at sales interactions, we know that b 2 b customers. On average.
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Kayleigh Tait: they use around 10 different channels to interact with suppliers on. And that’s quite stark and remarkable. Not all of those interactions might be direct interactions with a brand. But they’re certainly a large portion of them are
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Kayleigh Tait: and in B2C environments, multi-channel marketing. Strate strategies really help businesses interact with their customers through those different channels as well.
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Kayleigh Tait: and it really, I think, how we’re coming at. This is, what are the unique strengths of each channel, and how effectively could you use that as part of your communication strategy?
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Kayleigh Tait: So just some key stats here. Really? So 30% higher lifetime value for those
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Kayleigh Tait: brands are using omni-channel as part of their strategy from a sales perspective.
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Kayleigh Tait: You’ve got some key stats from WhatsApp and SMS. There around the actual usage of WhatsApp with 2 billion active users, and SMS open rates being so incredibly high. Their platforms are at our fingertips.
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Kayleigh Tait: I don’t know if anyone’s ever done this, but if you’ve ever looked up the pickup rate of how often you actually pick up your telephone? It’s incredible. I found it incredibly surprising. I think one day I had a hundred pickups where I was just picking up to check my phone. It’s become just natural habit now for people. And that’s why those platforms where they are
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Kayleigh Tait: very much at the forefront of the consumer. They have got huge open rates, so they are a really great tool to use in the right scenario. And then you’ve got tools like web chat
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Kayleigh Tait: organisations that have web chat. Their customers engage of 4.5 times more likely to convert and spend 60% more on the actual purchase as well. So there’s absolutely a rationale behind looking at the a multi-channel approach for your organisation.
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Kayleigh Tait: So just on to the next slide before moving on to omni-channel
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Kayleigh Tait: usually clients might be using disparate systems. One of those disparate systems might be email. I think some of the challenges around this is that customer information is in different places. It does make it quite difficult to serve the customer in the most effective way, and can be frustrating for an agent as well and inefficient for your business.
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Kayleigh Tait: So what we’d recommend is bringing email into your platform as well. It just helps with that visibility and emails can be used from
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Kayleigh Tait: helping to deal with routing people to the right place. So you can set up different queues for sales, complaints, support whatever it may be, just helps with that efficiency. You can help
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Kayleigh Tait: the sale and support that sale process through sending out after conversation, collateral. Or it might be more information around
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Kayleigh Tait: something that is crucial to the sales cycle. So where things aren’t happening over the phone and a sale or an appointment can be booked there and then. It might be that you’ve got a more complex sale that you’re talking about like an insurance package or a pension, whatever those things are sometimes it. It’s quite highly unlikely that consumer can make a decision there and then. So it’s a great tool to use to follow up
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Kayleigh Tait: with the consumer themselves, and be able to then
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Kayleigh Tait: book in your next call back after they’ve received that information, they’ve had time to digest what that is, and you can also set up templates to help with that as well. So if you have got a campaign specific around a certain product or a challenge. You can set up all those templates and make it really easy for agents to send those off automatically between calls and it also helps ensure consistency as well.
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Kayleigh Tait: You’ve also got the ability to confirm the sale or agreement to pay. That’s something that we find that she’s quite commonly on email. So just to reiterate what has happened over the phone call, it really helps from a compliance perspective as well. You’ve got everything there in writing
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Kayleigh Tait: just to recap what has been said, and I think where you are dealing with different types of consumers. It might be a vulnerable customer. The more ways that you can recap what has been said on the call the better.
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Kayleigh Tait: and then sharing those post sales, support information as well, so it might be terms and conditions, terms and conditions. Whatever you feel is the next best step after something has happened, and you’ve had an outcome on a call again that can be templated and set up really quickly and easy to send SMS.
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Kayleigh Tait: is a great channel as well, for follow up like we said before, it’s got great open rates.
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Kayleigh Tait: Many of our clients use SMS to help with booking appointments.
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Kayleigh Tait: And have introduced SMS to a lot to streamline processes, help prevent dropouts and improve
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Kayleigh Tait: conversion rates as well.
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Kayleigh Tait: SMS can also be a channel that is added into IVRs. So
60
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Kayleigh Tait: for our debt collection customers and security purposes that they might want a payment link to be sent to them rather than taking payments over the phone. And that’s absolutely easy to start to integrate as part of your strategy as well.
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Kayleigh Tait: Customers might feel they’re more protected, and it might lead to a higher propensity to pay any outstanding arrears.
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Kayleigh Tait: but effective outbound dialler strategy integration. So how do you bring SMS into your dialler contact strategy.
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Kayleigh Tait: So
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Kayleigh Tait: you can use automated SMS
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Kayleigh Tait: based on result codes. So whether someone is busy, there’s a no answer. You can set those up, whatever it is that you think would be best for your contact strategy that can all be automated.
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Kayleigh Tait: You can build it as part of your contact strategy as well. So you might have your 1st call attempt.
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Kayleigh Tait: Your second attempt might be an SMS. And then your 3rd attempt might be another call dependent on the contact strategy, for
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Kayleigh Tait: it might be a product or your debt collection.
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Kayleigh Tait: Will really depend on dictating that. And you can have different contact strategies for those different debt profiles or those different products, so that you are ensuring that you are not spending too much money to reach some clients where perhaps it’s not worth it. And that is all considered, when building your contact strategy.
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Kayleigh Tait: You’ve got the ability to add SMS into the IVR as well for informative purposes. So it might be that you want to automate some things that make things easier for clients, whether it’s a how much is my outstanding bill, or how much do I owe you. You can start to build that into your IVR through integration with other platforms like a CRM or a debt collection platform. You can absolutely make sure that that is self-servable through the IVR as well.
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Kayleigh Tait: I think we would always suggest that caution is needed. When using channels, though. So make sure that you are
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Kayleigh Tait: clear on who you can contact, for what purposes? On what channel, and that you are also ensuring that you are clearly able to opt out of different channels as well, depending on the purposes of that communication.
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Kayleigh Tait: But ultimately, it’s a great tool to help send personalised information, great for automation, and you can also template based. Comms as well. So things like confirming, confirming appointment dates so really easy to use and integrate in your strategy.
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Kayleigh Tait: So on to web chat. So web chat offers significant efficiency gains so agents can handle 3 to 5 web chats, we’d say at most simultaneously.
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Kayleigh Tait: versus a 1 to one ratio. Obviously with a voice call they can be configured for different concurrent chat limits based on agent experience. You might find actually to start off. Let’s just have an agent dealing with one a one web chat, and as they progress with their experience they can start to handle more really effectively.
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Kayleigh Tait: And it really helps with that that getting the information in the hands with of the customers really efficiently as well
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Kayleigh Tait: so ideal for standard customer inquiries before they have to escalate that to a live agent. So from a debt collection side of things, it really helps lower a barrier and getting of from a consumer perspective of getting in touch with an organisation. It’s much more convenient. It’s a passive way to reach out. So if someone does want to understand their options with you as a debt collection organisation, it’s
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Kayleigh Tait: easier, lower barrier. And yeah, it should help. Then with the propensity to pay, and you are starting a conversation that you may not have started. If it had. Only if you’d only had the voice channel there as an option
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Kayleigh Tait: from a sales perspective.
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Kayleigh Tait: We’ve already talked about increasing customer lifetime value. But it’s also conversion rates and higher order values as well.
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Kayleigh Tait: typically, that is, down to people having that information and more information before they then start and engage conversation with agents as well. So
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Kayleigh Tait: a great channel to use, and it is our
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Kayleigh Tait: second most popular channel in MaxContact as well. That is the
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Kayleigh Tait: logical next step that we are finding customers move to when they’re starting to want to explore omni-channel solutions.
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Kayleigh Tait: And then, finally, we’ve got Whatsapp and Facebook. These channels are ultimately about meeting clients where they are as well. Typically, there are pros and cons for the different channels. With WhatsApp. Obviously, it’s a hugely popular platform in itself.
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Kayleigh Tait: we’re finding it more popular for inbound customer service
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Kayleigh Tait: use cases, from a pro and con perspective, it can be cost effective for ongoing conversations, and their charging model really helps when you’re having a back-and-forth conversation.
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Kayleigh Tait: The limitations really around it is less flexible than SMS for outbound it’s quite heavily regulated around what you can and can’t send, and the opt in way that they have those conversations is a little bit more locked down than it is across SMS
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Kayleigh Tait: and Facebook messenger. Again, it’s about having
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Kayleigh Tait: conversations that might be
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Kayleigh Tait: might be in front of a consumer. Some certain consumers might want to reach out across Facebook. It’s their platform of choice. But ultimately we’re seeing that really is a use case in inbound customer services and not really something taking off from a sales and debt collection perspective.
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Kayleigh Tait: So just some final points before we hand over to Ben and Ben takes us around. MaxContacts Contact Hub.
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Kayleigh Tait: so we think there’s an important distinguish distinction between multi-channel, which is separate channels and true omni-channel, having that one view of the agent and customer interaction having that seamless pass over between the different channels as well.
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Kayleigh Tait: What we’d recommend is making sure that you’ve got a phased approach when it comes to
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Kayleigh Tait: trying out new channels. Omni-channel, I think a few years ago was spouted. You need to have 15 channels for it to be true, omni-channel. We’re not seeing that we’re seeing a good
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Kayleigh Tait: experience across 3 and 4 channels is really vital. So whatever you do, make sure that your
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Kayleigh Tait: having a phased approach, and what you do you do well, and that ultimately is leading to success, to success for clients
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Kayleigh Tait: so evaluate one to 2 channels before expanding and ultimately you’ve got huge benefits of bringing those different disparate channels into MaxContact for the comprehensive reporting it can really help with a view of that one customer side of things as well, and it allows multi skilled agents.
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Kayleigh Tait: So rather than be channel specific and have silos and 7 platforms that they’re dealing with in the background. It allows them to focus much more and be more efficient and performant.
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Kayleigh Tait: So I’m going to hand over to Ben. Now, who is going to take us through contact? Hub, digital
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Kayleigh Tait: so Contact Hub Digital. If you didn’t know is our new ui, it is free of charge for our customers to migrate to. And it’s really been
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Kayleigh Tait: designed with a view that we want to make
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Kayleigh Tait: the agents’ life as easy as possible when dealing with everything that they’re dealing with day to day, making sure that from a performance perspective that they’re on point and they’re being efficient as well, so hopefully. You’ll see some of these things today that then we’ll talk through now.
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Kayleigh Tait: and you’re on mute, Ben, just in case you didn’t know.
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Ben: I do? It’s just
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Ben: Zoom was jumping around everywhere. Cool. Okay. Hello. And yeah, Hi, let’s get on with this. So what I’m going to do is I’m going to take you through. A couple of different examples of the types of channel that we’ve got on here. So what you can see on screen at the moment is that I’ve logged in to a campaign
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Ben: and I am in the not ready state. And obviously, as you can see we’ve got a dashboard there that that obviously isn’t necessarily 100% relevant to what we’re going to go through. So don’t worry about those stats and figures on there, for now, on the left-hand side, you can see just
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Ben: a brief overview of what I’ve got before I start going ready and dealing with interactions is I’ve got an assigned to me, Tab, and the queues Tab assigned to me. I’m not ready so I can hit the go ready. I’ve also got a callback set for later on today, which I can see on there, and I can manage that call back if I need to. So I can also set callbacks whilst in interactions and deal with interactions in here. If I click on my queues Tab, I can see all the queues that I am allocated to on there, and I can choose to go
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Ben: ready on individual queues, or I can go ready on everything by the button at the bottom, and, as we can see there, I’ve got some information that’s coming through. So 6 queues available. I’m not ready on any at the moment. Hence the 0 out 6 the SMS queue has got an interaction waiting. It’s been waiting there for a little bit. We can see my capacity versus how many I’m currently dealing with on each one of the
00:21:00.710 –> 00:21:20.290
Ben: the queues there, all the Channel should I say so? I can deal with 3 SMS at the same time. I can deal with 3 emails, 3 Facebook messages, 3 chats, and so on. You’ve also got call queues on there, and there’s something to know on. Call queues around web chat, and when we get to that you will, you will see that. And so, going ready on, everything
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Ben: will allow interactions to come through to me, or I can choose to go ready on an individual queue if we want to. So I’m going to go ready on everything.
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Ben: And then, as you can see, I’ve immediately been allocated. One of the interactions that was waiting now. We can see here that this is an SMS channel the contact is unknown at the moment, but the text messages come through, and I can see that on the screen. I’m just going to move the toolbar for Zoom, because it’s just over the main part of it. I couldn’t see what it says, so this is an SMS
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Ben: on the left-hand side. The 1st thing to know is, I’ve got a very short SLA. On replying to SMS, and you can see there that it’s already turned amber to warn me that I’m getting close to my sla. So what I need to do is I need to send a reply to this customer. So obviously, I’m not going to do a full conversation. I’m just going to type the word Hello, and then hit send, and you’ll notice that the sla is now stopped.
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Ben: So the SLAs kick in every time you receive a message from the customer. So I’m now waiting for this customer to respond. And on my phone I’ve received that text message and reply, There.
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Ben: So if you go through SMS first,just to say. Obviously, you can see the conversation in the middle, as it happens.
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Ben: and up at the top you’ve got 3 tabs. You’ve got the interaction tab itself. So the conversation.
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Ben: You’ve also got a script tab. If you are going to be using scripts for your interaction channels, you can see that on there, and that can contain information about the customer. There isn’t a script on this particular channel right now, but it can have information about the customer that you can edit as an agent. Oh, finally, there’s 1 popping up. Actually, you can also use messages to do quick responses to the customer if you want to. We also have canned responses which I’ll get onto in a second. But you can have quick response buttons on
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script, so your agent can quickly click on a button, and it will paste in a message in the reply box below, and then you can choose to edit that and then send it, or, if you do an instant that will just straight away. Send that message to the customer again. Scripts are completely optional. Don’t have to use those they are there. If people want to use them.
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Ben: And then you’ve also got a history tab. Now, right now, this particular contact doesn’t have a history in the system. So there’s nothing there other than the initial actual, active interaction that we’ve got on at the moment.
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Ben: If I go down to the bottom here, you can see that the replies in there, the one that I pasted in. But obviously, as you’ve seen, I can. I can just free type in there, so I can, you know. Perhaps I can just delete that and type something else.
00:23:47.530 –> 00:24:10.860
Ben: you know, whatever it may be, I’m not fast at typing. I certainly can’t type and talk at the same time. Very well, so I’m not going to do that. But what else you can see down here is, you’ve got 3 tabs. You’ve got the ability to select an outcome. So to when once you end this interaction, you can choose your outcome for that because I’ve not ended the interaction. If I select that, it won’t let me choose an outcome. I’ve got to end the interaction first,
00:24:10.860 –> 00:24:19.429
Ben: so what I can do is click this button here to end that which is essentially like hanging up on on the interaction. But I can also do that down there at the bottom as well.
00:24:19.640 –> 00:24:35.100
Ben: and we can also add notes as you may or may not have seen from the voice side of things. You can also add notes to all your interactions, and they will stay in the history tab. So if I just add a quick note in here and hit save, and if I go to my history, tab what will happen is
00:24:35.150 –> 00:25:02.790
Ben: any previous conversations that have gone on? You will see the notes in there going forward. So even if it’s not myself that goes into the history. If it’s another member of staff that goes on and has an SMS conversation, they’ll be able to pick up the notes from in there as well, and they will see them. And but you can see now that back on my actual interaction itself. I’ve got that note on the screen there, so I can see it for this particular one, but they will appear in that in that history strand, and if you go back and and check in there.
00:25:02.790 –> 00:25:30.940
Ben: So yeah, the conversation goes through in here, nice and straightforward. It will also give you is is very important for your SMS. It will tell you the amount of characters that you’ve used and how many SMS this particular message is, going to use up because obviously, this, this charges implications there, if you, if you’re doing SMS, is that go over multiple which it will do. By the way. But obviously, you know, you need to be aware of that, for when you’re sending those messages that you know you’re not sending 3 or 4 SMS
00:25:31.040 –> 00:25:32.909
Ben: costing you more money.
00:25:33.310 –> 00:25:39.190
Ben: So the SMS screen is pretty straightforward there, and just a couple of bits up at the top here.
00:25:39.970 –> 00:25:50.730
Ben: This will give contact information for the lead. So, for example, this particular one, we don’t have anything in there, so we can fill that information in if we want to save. This leads information on the system
00:25:51.170 –> 00:25:56.420
Ben: up at the very top. Here we can actually search for this contact. So if this is a person that has
00:25:56.420 –> 00:26:21.390
Ben: contacted us before via a different method, perhaps, and we haven’t already dealt with them on this method. We can match them up to the system so I can click this button, and it will allow me to search for the contact. I can also do that in the side panel here, on the actual interaction itself by clicking, change contact. Here, again, we can search for the contact in the system and match them up. That will then link all their previous history and all their other conversations on here as well. I’m not going to do that just yet.
00:26:21.390 –> 00:26:50.289
Ben: and we’ll also have transfer options in for the interactions. So we’ve got a couple in here at the minute. So we can do a user transfer on an SMS transfer to another member of staff on the system, there are none currently logged in to this campaign. So I’ve got none to be able to select. But you can choose a relevant income, and importantly, you can give them a message as to why you’ve transferred that to them. That transfer message will appear in the main conversation. The customer won’t see it, but your user will, so they know why it’s been transferred over to them.
00:26:53.700 –> 00:27:18.669
Ben: there are branch and merge options as well, and right now, I can’t do that because it’s the 1st initial one. And actually, the way branching works is, it creates a separate message, a separate ticket, if you will, and based off the last message that the customers sent in, and because it’s the agent that’s replied last the branch option isn’t available, and there is also a merge option. And again, I can’t use merge right now, because I’ve not matched the lead, so I can’t find any pre
00:27:18.670 –> 00:27:43.609
Ben: messages. But what merge will allow you to do is find any previous conversations and link the tickets up. So, for example, if this customer had messaged in 2 weeks ago about the same issue I might want as the agent to link it to that previous issue. So we’ve got it all on one ticket, so we can follow that through. As as per. So I would be able to hit the merge button and search for those previous tickets, find the relevant one and merge those 2 together and continue that conversation there.
00:27:45.030 –> 00:27:49.079
Ben: So with SMS we can see
00:27:49.280 –> 00:28:10.450
Ben: the conversation on the screen. We’ve got everything in there. I’m going to leave it on there in a minute. I’m going to go back to my queues because I’m waiting for a response from that customer. And now, as you can see, I’ve got that still got that email waiting to come through. I’ve actually got a chat now waiting to come in as well. They’ve been waiting quite some time now, but I know this is my colleague. So it’s okay that they can wait.
00:28:10.700 –> 00:28:35.289
Ben: The reason why I didn’t get both the SMS and the email at the same time is because when you go ready by default, as soon as you receive an interaction, it puts you not ready, and everything else, so it won’t pull them all through. What you can do on your channels is, have a force ready, feature active, which means, once you go ready, keeps you ready in every single channel or the channels that you specify the force ready on. And that would mean that I would have received that email at the same time as well.
00:28:35.290 –> 00:29:00.010
Ben: And what also, crucially, it would do is it would keep me ready in the SMS queue so if there are, other SMS is waiting, they would also come in as well. So I’d be dealing with all 3 of those at the same time. And obviously you might not have 6 channels, and all of them set to force ready. So your agents are bombarded all from the get. Go. You might have one or 2. That do that. But what you can do is once you’ve received one is, you can choose to go ready on another
00:29:00.010 –> 00:29:13.210
Ben: interaction channel like so, and then wait for that one to come in. And there we go. So you can see. There, now, I’ve got 2 interactions on the go. So I’ve got my SMS that I’ve been dealing with on screen. And I’ve got the email. So if I click into the email now.
00:29:13.560 –> 00:29:30.230
Ben: we can see the email that I’ve been sent from myself. Obviously, so we can see that information, all the images and everything appear within that window. And we can see an attachment that’s also been added onto that email as well. And I can choose to download that attachment there.
00:29:30.514 –> 00:29:50.450
Ben: What we’ve got set up on this particular channel is an auto response. So what will happen is when a customer sends you an email, they’ll automatically get a response. So that email was sent earlier on at 1145. So they received an email immediately to say, You know, thank you for your email. We will get back to you as soon as possible. With a response.
00:29:50.920 –> 00:29:56.170
Ben: And what I will attempt to do is I’ll attempt to bring that email onto the screen in a moment.
00:29:56.670 –> 00:29:57.700
Ben: so
00:29:58.080 –> 00:30:04.640
Ben: as you can see, the emails present really nicely, really easy to see. It’s in the same format, you know. There’s nothing kind of hidden. There’s nothing kind of
00:30:04.680 –> 00:30:16.779
Ben: change, the format, so it looks strange or anything. All the pictures come through as they should do, and I can see as the agent that they’ve received that automated response down at the bottom here for your email. Obviously, we can see who we’re replying to.
00:30:17.230 –> 00:30:38.059
Ben: We have the ability to carbon copy people in you can type in an email address and then hit. Enter to have that added in. You can also open the address book for your email. So if you’ve got any emails on the system, we can look in the address book. If you’ve got a vast number of those you can actually search, and it will partially, and it’ll filter down so you can see the relevant ones a little bit quicker.
00:30:38.920 –> 00:30:48.370
Ben: so I’m going to get rid of that. I’m not going to copy anyone in so that’s absolutely fine. If I click that again that will disappear. I can blind, copying people as well. So obviously you can do both of those on there
00:30:48.700 –> 00:30:51.940
Ben: and then you can enter your response as an agent.
00:30:52.430 –> 00:31:00.549
Ben: So again, I’m not going to attempt to type fast, because I won’t do, and it’ll take too much of our time. But they can enter a response in there
00:31:01.110 –> 00:31:19.119
Ben: down at the bottom. You’ve got formatting options that you can bring up if you want to format your email response and something that we took from our previous incarnation of this, which is the web agent, is that this area down the bottom is a little bit small, especially for email use. And so what you can actually do with this box is, you can actually drag this up
00:31:19.120 –> 00:31:38.969
Ben: as far as you want on the screen. So you can compose a huge long email in there. If you want to do that, and by simply clicking it, just hides it from the bottom. So you can go back and refer to the email. If you need to click back again and it will bring it back up. And incidentally, you can do that on SMS email, Facebook, WhatsApp and Web chat as well.
00:31:39.410 –> 00:31:47.140
Ben: So there’s my response down at the bottom again, if I want to add an attachment, I can do so. So if I quickly click on there
00:31:47.310 –> 00:31:48.940
Ben: and grab
00:31:50.950 –> 00:32:00.939
Ben: just a quick example that will load as an attachment. I can clearly see that there, if I need to remove it, I can do by clicking on the X there and then. Once I’ve composed my email.
00:32:02.060 –> 00:32:13.070
Ben: I can send it by hitting send? Obviously, so that response will be sent. Now all I will see here is the text that I’ve written, and the attachment that’s been sent the customer.
00:32:13.630 –> 00:32:19.139
Ben: We’ll get more than that. So what you can do is you can set up email templates so that they will get
00:32:19.550 –> 00:32:44.539
Ben: the responses in a nice, easy to easy to view format, but crucially it has. You know, your company headers and your other information, you know, links to websites, etc, etc, if I just drag that in hopefully, you guys can see that. So here’s the response that I’ve just sent. So I’ve got my attachment up at the top. I’ve got a header on my email. There’s the actual response from the agent, not very detailed, obviously for time. But it’s got my signature on
00:32:44.540 –> 00:33:09.269
Ben: there. It’s got my other information. It’s got a link where I can go through. And I can book a demo. And obviously it’s got my previous email that I sent on there. That might not be the nicest template that you’ve ever seen for an email. But obviously it’s a it’s a quick one on there you can customise those they’re completely bespoke. You can have as many as you want, and you can allocate them to all your different channels as well, so you can have different ones depending on the Channel, and likewise with the initial reply.
00:33:09.270 –> 00:33:19.319
Ben: the automated response that comes through on a template as well, it doesn’t just come through as a piece of text on its own, which isn’t very interesting, doesn’t really link through to the to the business.
00:33:20.211 –> 00:33:25.280
Ben: If we go back on the queues. I’m going to go already on the web chat as well.
00:33:25.800 –> 00:33:39.501
Ben: and just to show you how that one presents and what you will see is it’s pretty much identical to SMS as well. So we’ve got Leah here. So Leah has started a web chat, and as you can see, she’s currently typing as well.
00:33:39.770 –> 00:34:08.150
Ben: so the view is very, very similar. Again, we’ve got the 3 tabs up at the top, the interaction, the script, and the history of the lead. Something different with web chat is, we have a feature that can be enabled or disabled, which shows you the customer’s location. Obviously, this could be masked by VPNs. We can’t bypass VPNs, but we can get the information that we are given if we look for it. There are also some Pre chat responses that you can add to your chat, widget. And so, as an example, here.
00:34:08.670 –> 00:34:25.399
Ben: we can see the information around the query, the date of birth? Some of those they chose not to answer. We can make some of those prerequisites. You have to answer them, to be able to start the web chat and then obviously, we can see this, the chat, so sure how can I help?
00:34:28.750 –> 00:34:31.584
Ben: And if I send that response off
00:34:32.000 –> 00:34:39.190
Ben: Obviously, again the SLA is stopped on all of them now, and until I get a response the sla’s will kick back in again.
00:34:39.969 –> 00:34:49.849
Ben: so we can see. There we go. We’ve had the response. The sla now is is starting to count up there as well on that particular interaction, and again I can flip between each one of those
00:34:50.120 –> 00:35:10.589
Ben: as I want to, and handle all of those at the same time. Now going back to my queues. Obviously, we can receive inbound calls as well as part of an interaction campaign. We don’t automatically make outbound calls through an interaction campaign. But we can still receive inbound calls. But one thing to point out here is that when you are dealing with web chats
00:35:10.590 –> 00:35:34.709
Ben: and the call queue is in effect kind of switched off for you, so that you’re not giving a call and a web chat at the same time because of the nature of web chats, you know you ideally. So. I’m not necessarily doing in this instance. Ideally, it’s very quick back and forth conversations. So it’d be really difficult for an agent to have a back and forth conversation quickly on a web chat as well as handling a live call. At the same time. So it’s something that we’ve kind of
00:35:34.790 –> 00:35:50.229
Ben: taking the decision on, that we will block it. So if you’ve received an inbound call, you won’t receive a web chat. So it works either way as well, but every other interaction, because the nature maybe isn’t as fast as a web chat, and you can still deal with those, so I can still deal with everything else, whilst on a call, for example.
00:35:51.520 –> 00:36:14.209
Ben: couple of last things just to mention on here is if we find a lead that’s matched in this example here. What I can actually do is I can choose to call this customer from the interaction. So this could happen on a web chat. This could happen on an SMS or WhatsApp or Facebook as well. Up in the top. Right, we can start a call with the contact. So by clicking that button, it allows me to choose a number
00:36:14.550 –> 00:36:26.949
Ben: or add a number. So it may be that they sent an email in or on the web chat. They said, can you give me a ring on this number? I just need to discuss XYZ on there. I can add the number in, and then I can call them directly from here.
00:36:28.260 –> 00:36:33.509
Ben: So if I just select that, just to really quickly show you what happens in that respect.
00:36:35.010 –> 00:36:35.750
Ben: I just
00:36:36.270 –> 00:37:00.380
Ben: answer the phone, pop that on mute. So we can see that I’ve still got the email on screen. But I’ve got the telephony options on that left hand side as well now, so I can now speak to this customer whilst I’m dealing with it. What happens in the background is the other interactions. I can’t handle them because I’m on a call with this particular one. It could get potentially very confusing. If I’m on a call and I can click on other interactions. I don’t know where I am in there. So
00:37:00.380 –> 00:37:06.540
Ben: those are blocked off while I’m dealing with this call. I can see I’ve got 2 active interactions for this particular one
00:37:06.550 –> 00:37:13.699
Ben: on the right-hand side. I can flick between the call and the email in terms of the information down at the bottom.
00:37:13.830 –> 00:37:19.800
Ben: So if I need to end the call and move on or add a note for this specific call. It will allow me to do that.
00:37:20.290 –> 00:37:26.580
Ben: I’ve got my dispositions, my outcomes for the call here. So again, you might have specific ones for this
00:37:26.670 –> 00:37:41.570
Ben: kind of scenario I can flip back to my email. And I can still reply to the email, I can still send them again with SMS web, chat, etc. If I was on a call with this customer, I could still send them links. I could still send them messages whilst I’m talking to them. At the same time.
00:37:42.540 –> 00:37:55.694
Ben: So I’ll just get rid of that call. And then I’m back with my interactions I’ve now got in. I can see my sl is, is pretty low there. So I need to reply to this particular customer. Heard to the website, etcetera.
00:37:58.210 –> 00:37:59.070
Ben: okay.
00:37:59.340 –> 00:38:06.989
Ben: not very detailed custom service there, but just for the sake of time. Pop that on there you can send attachments via web chat as well.
00:38:07.040 –> 00:38:10.019
Ben: You can do all that information also on there.
00:38:10.740 –> 00:38:30.379
Ben: And then, lastly, again, just to mention, you know, I’ve got my callbacks on there down at the bottom. Here I can choose to go into different states. So if I need to manually dial someone, if I need to go on my break, if I need to log out and leave the campaign, etc. I can still do that. What I would 1st need to do with all my interactions is end. Those so close it down chooses an outcome
00:38:30.990 –> 00:38:40.550
Ben: that will then disappear. I’ve got my other ones so obviously. If I if I request to leave the campaign, I need to deal with these first.st So and these interactions remove them.
00:38:42.520 –> 00:38:53.515
Ben: I’ve now got nothing left. So I can now log out of the campaign, for example, and that is that is everything on there? Obviously, I’ve not shown you WhatsApp and Facebook yet.
00:38:54.260 –> 00:39:19.869
Ben: but for the sake of time, obviously, we’ve we’ve just chosen to those not show those for now. But they look exactly the same as as you see with the web chat with the SMS, particularly. It’s the exact same kind of layout on their everything. It’s only really the email that changes slightly in terms of the layout. This is the width in terms of some of the other options on there as well. But yeah, and that is everything from me. So I will stop sharing my screen, and I will hand back to Kayleigh.
00:39:20.780 –> 00:39:32.189
Kayleigh Tait: Thanks, Ben. Okay, we’ve got a few questions to go through. One. I think you’ve gone back on the chat, but I’ll read it out just for the group. Is there a way to send 2 way? SMS
00:39:32.730 –> 00:39:35.410
Kayleigh Tait: customer CSAT messages.
00:39:37.380 –> 00:40:01.919
Ben: Yeah. So at the moment we can do customer satisfaction messages from SMS. And the way we would handle it, though, is, we would generally we’d have which was the second part of the answer that I didn’t manage to hit. Enter before I had to start talking. Where is that you could send them like feedback URLs and things like that via the Via the SMS. It is something that we’ve looked at, and I think a couple of customers have expressed interest in that
00:40:02.204 –> 00:40:15.849
Ben: and I think it will be dependent upon your requirements. How how we would set that up how we would do that which is something that goes slightly above my technical knowledge. Unfortunately, at the moment, I don’t think we can do it as as if I say
00:40:16.040 –> 00:40:26.240
Ben: we could do an SMS 2-way customer satisfaction, but we can do it in terms of links to forms, etc, etc, and do it that way off the back of interactions, etc.
00:40:27.020 –> 00:40:28.308
Ben: Hope that makes sense.
00:40:29.670 –> 00:40:31.290
Kayleigh Tait: I think so.
00:40:32.480 –> 00:40:43.259
Kayleigh Tait: yeah. So if you do want to get in touch and clarify what your requirements are, we can progress the conversation a bit further and find out exactly what you need and what we can do for you.
00:40:43.800 –> 00:40:47.309
Kayleigh Tait: We’ve got another question. If a customer
00:40:47.670 –> 00:40:48.860
Kayleigh Tait: emails
00:40:49.030 –> 00:40:54.710
Kayleigh Tait: in from an unknown email address? Are we able to join that to an existing contact.
00:40:54.940 –> 00:40:59.780
Kayleigh Tait: or will it create a new contact, and then need to be merged.
00:41:00.840 –> 00:41:12.589
Ben: Yeah, you can. You can do that. You can. You can pick up those emails. I think when I showed you the search for the lead. You can do that as a as a user what you can also do. Obviously, there may be instances where
00:41:12.720 –> 00:41:35.149
Ben: time has gone on between emails, for example, what the system can do is it can pick up that email address and automatically match it. It may be, for example, that an email is sent on a Friday and then over the weekend, when you close, the customer sends another couple of emails. We can get the system to pick up all those separate emails and and pull them through to the one user. All this one conversation rather than it being kind of
00:41:35.300 –> 00:41:39.400
Ben: given out to different people. So yeah, we can certainly match up
00:41:39.780 –> 00:41:46.890
Ben: the customer from the email address and link those back all into that one customer. You can do it manually, or you can get the system to do it for you.
00:41:48.010 –> 00:41:58.380
Kayleigh Tait: Okay, thanks, Ben. Another question. So how does the platform help me manage the different interaction channels and the priorities on them?
00:41:58.930 –> 00:42:01.540
Kayleigh Tait: You showed the SLA time.
00:42:03.300 –> 00:42:26.860
Ben: Yeah, you can. You can set your SLA’s for your users. On a on an individual channel level. You’ve also got priorities that you can set on your queues and your users as well. So who gets what and how often they get them? There’s another little feature that kind of links into that whereby the system can look for a set period of time that you can set on the admin side of things where you can kind of say.
00:42:26.880 –> 00:42:52.639
Ben: for the 1st 30 seconds of receiving an interaction, just look and see if the previous agent is available. If they are, give it to them for a bit of consistency. So there’s a couple of other things that you can do with that to kind of to kind of manage it. You’ve also got live queue screen, where you can see your queues and see your demand. See who’s in which queue? If there’s a higher demand on one web Chat Channel than the other web Chat Channel, and you’ve got half the users. You can simply drag and drop people across and
00:42:52.640 –> 00:43:09.320
Ben: pop them into that channel so they can then start receiving those as well. So there’s lots of different admin kind of options and settings that you can do too many numerous for this call, anyway. That you can set up and change and kind of jig it around those different channels to do different things for you.
00:43:10.830 –> 00:43:15.580
Kayleigh Tait: thanks, Ben. I think that is all the questions, unless there’s anything else.
00:43:16.280 –> 00:43:19.580
Kayleigh Tait: Usually, when I say that we get a question pop up. So I’ll just give it
00:43:19.860 –> 00:43:28.829
Kayleigh Tait: 10 more seconds. But in the meantime, I hope you found that useful. Thanks, Ben, for taking us through contact. Hub! Digital
00:43:29.336 –> 00:43:53.830
Kayleigh Tait: if you are in existing. Oh, another question. If you are an existing client, though, and you want to move to contact. Hub, that’s moving. If you’ve using omni-channel. Now, moving to omni-channel, digital is absolutely free of charge. If you want to do to start to use omni-channel, and it’s something that you don’t do today. Then we can talk around talk to you about that with your account manager as well.
00:43:55.240 –> 00:44:10.329
Kayleigh Tait: sorry. Just one more question, is it? Oh, 2 questions. Is there a way that we can integrate the conversation history into CRM database? And is the voice recorded and stored in platform for use, for training and process improvements.
00:44:10.860 –> 00:44:13.651
Kayleigh Tait: So 2 questions in one, there, Ben.
00:44:14.050 –> 00:44:19.130
Ben: A 100%. The voice, the voice is all in there. Yeah, any. Any voice stuff is all recorded.
00:44:19.627 –> 00:44:49.089
Ben: And you can go in, and you can access those recordings, playback features. You got notes that you can add to them from a QA point of view, things like that. And we also have platform spoken. AI, just around the voice side of things which will pick up transcripts from your call, sentiment, analysis, and other features. Which you can. You can do lots of QA options within their search for certain phrases, words, etc, etc. On the voice side of things. In terms of the conversation history into CRM database.
00:44:49.412 –> 00:44:56.839
Ben: Unfortunately, that’s not really my field. It’s a little bit too technical for me to give you a straight 100% answer.
00:44:57.270 –> 00:45:04.800
Ben: there’s lots of integration stuff we can do with the conversation history. I’m assuming. You mean they’re around the interactions. The web chat email. SMS,
00:45:05.055 –> 00:45:29.790
Ben: so I would imagine. So I would imagine we can do things around that. But I don’t want to give 100%. Yes, because I don’t know enough about the technological stuff on there. But there’s lots of stuff we could do with API and things. So yeah, it’d be great if you could give us a bit more detail on that question. If you want to drop us an email or give us a call around that. And we can. We can discuss. We can get some of the technical guys on
00:45:29.790 –> 00:45:35.290
Ben: that and answer that question as well, and go into the kind of the detail on there
00:45:35.620 –> 00:45:39.238
Ben: in terms of the web chat at the moment.
00:45:39.650 –> 00:45:41.790
Ben: Multiple languages.
00:45:42.390 –> 00:46:00.289
Ben: I’ve only ever dealt with English on there. So I think we can get it into multiple languages. I don’t see why not? But yeah, it’s something that again, we would have to look at as as per the requirements of what you need. We’ve not yet had a customer that’s
00:46:00.350 –> 00:46:17.979
Ben: gone down that route, so I don’t. I, from a training point of view. I’ve never had to look into that. So I I can’t give a hundred percent answer, unfortunately. But again, please get in touch. Drop us an email, and we can. We can look at that question and give you a better answer from someone with more knowledge on that particular subject apologies.
00:46:20.270 –> 00:46:21.659
Kayleigh Tait: Okay, thanks, Ben.
00:46:22.510 –> 00:46:32.639
Kayleigh Tait: Good. Yeah. So thank you very much for coming. If there are, is anything, there’s a couple of things that we are outstanding there, so we can get in contact with those people who
00:46:32.660 –> 00:46:40.139
Kayleigh Tait: asked a question, some of them, and are anonymous, so we don’t know who asked it. So please get in contact. If you want to follow up on
00:46:40.220 –> 00:46:46.700
Kayleigh Tait: the CRM integration and the multi-language side of things as well.
00:46:47.360 –> 00:46:49.000
Kayleigh Tait: thank you very much for coming.
00:46:49.250 –> 00:47:00.339
Kayleigh Tait: If you are interested in migrating to Contact Hub Digital, then please reach out. We will help support you. There are loads of guides, loads of people that have made that transition as well, and
00:47:01.080 –> 00:47:28.540
Kayleigh Tait: found it surprisingly easy. I think we always head into these things with a little bit of anticipation. But it’s just more retraining muscle memory, if anything for agents, it’s super intuitive. And a lot of time and effort has gone into understanding user behaviour. UX UI design spending time with agents on site. So I’m sure. That people will find it super easy to use
00:47:28.630 –> 00:47:30.810
if you’re interested in introducing omni or
00:47:32.640 –> 00:47:53.380
Kayleigh Tait: multiple channels into your platform, and you only use voice. Now, then, absolutely reach out to your account manager or respond to our email as well, and we can talk through what that looks like, what pricing looks like and talk you through the best contact strategies to achieve what you need to achieve. So thank you very much, Ben. Thanks for everyone for coming and look forward to
00:47:53.530 –> 00:47:59.229
Kayleigh Tait: speaking to you probably this time next month around something else. So have a good day.
00:47:59.500 –> 00:48:00.320
Kayleigh Tait: See you soon.
Your Questions Answered
Q: Is there a way to send two-way SMS customer CSAT messages?
A: At present, you can send customer satisfaction messages via SMS through:
- Feedback URLs via SMS
- Links to forms is an area of interest from customers and implementation would be dependent upon specific requirements. Direct two-way CSAT via SMS isn’t currently available.
Q: If a customer emails in from an unknown email address, are we able to join that to an existing contact or will it create a new contact and need to be merged?
A: Yes, you can manage this in two ways:
- Manually: Agents can search for and match the lead/contact
- Automatically: System can recognise and match email addresses automatically
- For weekend/out-of-hours emails, the system can automatically group multiple emails from the same sender into one conversation
- Can link back all communications to one customer record
Q: How does the platform help manage the different interaction channels and the priorities on them?
A: Multiple management tools are available:
- Individual channel-level SLAs can be set
- Queue and user priorities can be configured
- 30-second “look back” feature to check if previous agent is available for consistency
- Live queue screen showing demand across channels
- Ability to drag and drop agents between queues based on demand
- Various admin options for channel management
Q: Is there a way that we can integrate the conversation history into CRM database?
A: Ben noted this was too technical for a definitive answer but:
- Integration possibilities exist through APIs
- Recommended getting in touch for specific technical requirements
- The MaxContact Marketplace is available for integrating with leading CRMs and MaxContact
Q: Is the voice recorded and stored in platform for use, for training and process improvements?
A: Yes, with several features:
- All voice calls are recorded
- Playback features available in the manager portal
- Spokn AI, MaxContact’s speech analytics for contact centres include:
- Call transcripts
- Sentiment analysis
- Phrase/word search capabilities
- Objection themes
- Objection handling
- Agent performance
- Call summarisation
- Integration with MaxContact
Q: Is web chat available in multiple languages?
A: We have an AI-powered chatbot which is capable of handling multiple languages. It’s recommended that you speak with a specialist to understand your specific requirements for multi-language capabilities.
Are you ready to take your sales and collections to the next level? Get in touch with the team today and explore how MaxContact can help.
