Feature Friday: Chat

Our ability to communicate is often taken for granted, much like water from a tap. Communication options fall into the "we don't know what we’ve got 'til it’s gone" category, and as new methods of communication arise, we quickly incorporate them into our lives with little after-thought. The Telax Call Center Agent (CCA) is no different; we’re always adding new features and new ways to communicate. In this Feature Friday, we’re going to focus on one of those new and lesser known (unless you’re a teenager) methods of communication: the chat window.

Our customers can use the chat feature, which is built into the CCA, to do two things. The first thing they can do is use the chat window to communicate with the Telax support team, who uses the CCA as their primary tool. Much like a phone call, a chat window is an instant connection to the Telax support staff. And it leaves both parties free to communicate with others via a phone call or in person without needing to put the 'calling' party on hold. Today’s society is high-energy and efficient, making multi-tasking through the day a necessity for many. Chatting isn’t always the best option, but having the option in the first place is what counts, after all, sometimes it is the best option.

The second use of the chat feature is an internal option. Agents can communicate via a chat window within the CCA by initiating a chat session with any other logged in agent. Agents can communicate during calls to trade information and keep the customer experience as positive as possible by avoiding multiple transfers or lengthy periods of time on hold. Chat communication is instant and unobtrusive for both the customer and the agent.

The next generation has already incorporated instant messaging into their lives whether it’s via chat windows, text messages, or even emails. Instant messaging is here to stay, so it was a easy decision to add it to our software, just like it's an easy decision to have running water in your home.