Questions answered instantly on CITEC Confirm Live Help
20 October 2011
A new Live Help function has been added to the CITEC Confirm website allowing users to have their questions answered in real time.
The service, to be launched at the end of October, allows website visitors to ask questions of a dedicated operator between 8am and 6pm weekdays through the Live Help icon on the home page.
CITEC Confirm Executive Director Peter Buchan said the service had been introduced to improve client service.
“Our research showed that online Live Help programs were more efficient than traditional telephone or email enquiry systems,” Mr Buchan said.
“People who subscribe to CITEC Confirm are time conscious and want to work as efficiently as possible,” he said.
“With the online help program, a client can pose a question and then get on with other tasks until their query is answered.”
Mr Buchan said the aim of the service was to answer queries in less than a minute with all requests in a queue to ensure efficient processing.
“As well as quick responses to queries, Customer Service staff will be able to provide comprehensive written material from our training manuals to answer questions,” he said.
“The advantage of being able to do this is that material will be clear and able to be stored by the client for future reference.
“And, if the client wants further confirmation of the conversation, they will be able to request a transcript which can be emailed to them.”
For times outside business hours, Live Help becomes an email system.
“Queries will be sent as messages and answered on the first business day after posting,” Mr Buchan explained.
“As an online service, our aim is to provide online support in order to continuously improve our clients’ experience.”
To use the new service, simply click on the Live Help icon below the login panel on the right-hand side of the CITEC Confirm home page and type your question.
