Huawei

Live chat and proactive chat invitations

Huawei uses live chat and chat invitations on daily bases, which helps them with proactive interaction with their customers. In addition, they’ve sucessfully managed to offload a high percentage of calls from contact center, that saves a large amount of time each day. (You can serve 3x more customers with live chat than by phone.)

"By implementing real-time service, we were able to increase customer satisfaction by 29%."

Improvements achieved by LiveAgent implementation:

• Enhanced Online Customer Experience
• Increased Conversion rate of Cross selling and up selling
• Reduce and Ease Contact center calls and Email tickets
• Real-Time interaction to increase brand loyalty and trust

Customer satisfaction and goals

Huawei evaluates overall customer satisfaction by using LiveAgent reward/rebuke feedback feature. Receiving both positive and negative feedback helps to increase the overall quality of Huawei’s support representatives. It gives supervisors an overview of who is performing well and who needs more training. Receiving positive feedback after a chat session motivates their support staff as well. 

Thanks to Twitter and Facebook integration Huawei is able to monitor all customer posts and queries directly in LiveAgent.

"Excellent tool which has enhanced the efficiency of our support staff."

Gokulnaath Gopal - Solution Manager @Huawei