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Perspectives by i-Comm Connect

How Drift Chat Has a Competitive Advantage with Voice Escalation

Posted by Sheldon Lucien on January 25, 2020 at 4:43 PM

Live chat solutions often speak to the convenience their service provides by reducing the amount of time spent on the phone. Customers can simply chat with a business and the instant response time leads to instant gratification. However, this efficient means of communication comes with a large caveat – the marked lack of human emotion, which many times leads to misinterpretation over text.

So, what happens when the conversation requires a real human interaction? In today’s customer service landscape when someone wants to speak to a live agent, the representative – or in many cases, the bot – recommends contacting customer service with a 1-800 number. It at this very moment the customer experience changes and begins to feel unsatisfying. After explaining the problem and providing identifying information, the customer is forced to start at the beginning and dial a new representative.

What if there was a way to continue the chat conversation but escalate to voice within the same window so that no context or information is lost?

Through TACTAL’s integration with Drift, representatives are now able to escalate a text conversation to voice by dropping a call button within the chat. By simply typing “/tactal” the agent can provide a direct call button within the window for the customer to begin a voice call. The customer will either speak directly with the chat representative or the conversational data will be passed to a new representative who can proactively assist the customer.

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This integration offers Drift a huge competitive advantage over other chat providers.  Voice escalation allows customers to interact with a business exactly how they want to and ensures every customer leaves satisfied.

Are you a Drift customer interested in elevating your conversational marketing platform by enabling live voice escalation? Reach out to sheldon@icommconnect.com for a free trial, more information, or click to call my button below to test out of the software and give me a ring.

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