Live Chat Support

Yapsody helps companies integrate chat with existing customer interaction channels to create a highly advanced digital customer experience.

Chat is becoming the most preferred channel of interaction globally, along with voice and email. Today, many of the world’s largest and most recognizable brands are offering chat as one of the primary channels for customer engagement.

Yapsody Live chat seamlessly integrates into all Websites.

Benefits of Yapsody Live Chat Support

Immediate Resolution

Cost savings

Increase in Sales using Proactive Chats

Improves First Contact Resolution (FCR)

Enhances Customer Satisfaction (CSAT)

Using Yapsody Live Chat, customers can contact the Help desk and connect with Live Agents to get a speedy resolution.. If you take an example of the “Call” first the person has to call the center and the majority of the time has to wait and then once connected has to explain their concern and get a resolution. It takes a long time. in the Chat channel you just hit the Chat button with your query a message and you get resolutions at your fingertip without having to wait..

Immediate Resolution

It reduces telecom costs because all the customers waiting at phone support can be routed to web chat.

Cost savings

We will set up Triggers to proactively reach out to your customers when they are on your Website browsing the Product information. Webchat interventions have demonstrated the ability to convert 30-40% of online sales that are usually lost at the shopping cart stage. Proactive chat can guide visitors along the sales process, resolve issues, and answer any queries they may have in real-time. This will continue, more so since webchat offers endless strategic sales options for upselling and cross-selling such as discounts, bundle deals, and subscriptions. With the help of proactive chat, we will reduce the shopping cart abandonment rate and increase the online sale conversion rate in the eCommerce domain.

Increase in Sales using Proactive Chats

Implementation of Yapsody Live Chat will increase First Contact Resolution because customers get the resolution immediately on the Chat itself.

Improves First Contact Resolution (FCR)

Once you implement Yapsody Live Chat your First Contact Resolution will increase and that has a direct correlation with Customer Satisfaction Score.

Enhances Customer Satisfaction (CSAT)

Measurement of Yapsody Live Chat effectiveness

Chat Survey

Chat Quality

Average Speed of Answer

Chat Abandonment Rate

Chat Survey

Once the Chat is completed we immediately send a survey in the chat widget to measure customer perceptions.

Chat Quality

Our Support Quality Analyst monitors Live Chat for evaluation so that agents can get feedback for improvement.

Average Speed of Answer

The industry average is 30 sec. Yapsody measures this on an ongoing basis

Chat Abandonment Rate

At Yapsody Live Chat Support we ensure that Abandonment rate is less than 5%

frequently asked questions

  • Internal Quality Auditing: We have an inhouse Quality Assurance Team and they audit all the Customer Interactions keeping the Customer Critical, Business Critical & Compliance Critical Accuracy, and identify areas of improvement. These improvement feedbacks are shared with the Customer Relations Agents so that they can improve and perform at an exceptional level.
  • Reliable Customer Relations Team: We hire experts/ specialists from the support industry who have experience working with international brands across the globe. They are regularly trained on industry practices so that they can deliver exceptional services.
  • HDI & ITIL framework: Our Support Team is operating under the good practices of the HDI & ITIL framework which is industry-recognized. They are regularly cross-trained so that they can remain consistent.
  • Techsupport: On Chat, Email & Call addressing all your Customers Tech Support inquiries
  • Customer Service Questions: On Chat, Email & Call addressing all basic know how inquires
  • We first get in touch with your business team to understand the requirements and proceed with the necessary documentation.
  • Our dedicated Support Delivery Leader then sets up an Internal guide for the Support Agents using Zendesk Guide, where all your business operations are documented with a flow chart.
  • Our  Internal Guides is used to train the new Support Agents faster and is updated on an ongoing basis so that it is up to date 24 x 7.

We send you a Monthly SLA Report which contains details about the Overall Customer Satisfaction score achieved every month and we’ve also been maintaining a consistent record of 90 – 95% Customer Satisfaction scores for hospitality & entertainment enterprises worldwide.

  • We send you a Monthly SLA Report for each channel which covers monthly Service Level numbers like Chat SLA, Email SLA & Phone SLA.
  • To operate this efficiently, we have set up an ITIL Service Desk Framework to follow the Bug Escalation process as per the Business priority.

We offer support through multiple tiers :

  • Tier 1 – Resolving standard technical issues through proven processes.
  • Tier 2 – Resolving Complex and escalated issues requiring more sophisticated troubleshooting procedures.
  • Tier 3 – Providing High-level support to manage your Product Feature requests & Feedback Management process.

Our Support Quality Analysts constantly monitor Live Chat for evaluation so that agents can get feedback for improvement.

client testimonial

Glance through global entities using our premium services.

what client says

Our Suite Of Services

Being an industry partner to some of the best in the hospitality space, we’ve been offering a tailor-made suite of services comprising of Entertainment, Marketing, Customer Relations, Technology Development for every entity looking to surpass challenges. Yapsody is a dedicated partner-for-success for your strategic vision.