Design why to engage

The overall goal is to display chat to the customers at the right time, to meet customer needs, and to create a seamless engagement experience via intelligent live chat. This means:

  • aligning with client goals, which means focusing on a plan of which metrics to include to improve this alignment

  • knowing the scope of metrics, what is supported, and identifying what to improve from a customer and agent perspective

  • identifying the technology that this program leverages

The following table may help you to identify your particular goals.

Increasing Supporting Improving Leveraging

  • customer satisfaction

  • digital adoption

  • self service

  • site performance

customers who need assistance in a specific part of the website

  • enhanced self-service

  • customer experience

  • operational efficiencies

  • reporting capabilities

  • cost efficiency

  • targeting engine

  • Nuance expertise

  • agent-supervisor interface and workforce-management tools

  • self-service program administration tools

  • live-agent engagement tools

  • Nuance's Digital Engagement Platform (NDEP)

In the example that has carried through the previous topics, suppose that the goal of this business rule is to target only customers who have new credit card inquiries. The final and complete version of the business-rule builder is:

Who new credit card inquiry customers
What reactive live chat (C2CClosed Click to chat, or click to call.)
When

on page landing
Where all credit-card inquiry marketing pages
How

multiple design elements, such as:

  • reactive C2C button

  • engagement window

  • overall content strategy
Why help increase new credit-card subscriptions