IT SUPPORT SERVICES ACHIEVEMENT

In an era of social media, the importance of instant communication and customer satisfaction is raising to be among the highest goals for many organizations around the globe.

That’s where live chat service is getting its place in the puzzle of how we serve our customers, UAEU chose live Zella as a solution for live chat service. For providing instant answers to its customers. Here are not only the accurate, quick answers is the key but also the comfort of the experience itself, as most of the youth prefer to chat with the operators rather than looking for a phone number and dial in especially if we are talking about international customers. Also, if we compare Live chat to emails, emails usually have a longer response time so that live chat will be the first option for most of the customers.

The design of the service is to have four different groups, each of it serve a customer sector. Those groups are academic, research, students and administrative functions.

Team members (operators) can respond to the live chat calls using the website to log in or a mobile app or desktop application, so the ease of use is in the heart of this system not only for customers but for operators by having different channels to work through, which guarantees the flexibility we need.

One of the remarkable features in the system is that once the call completed, a copy of the transcript would be sent to the user email, to ensure that every critical information shared with the user and he can review it at any time.

To indicate how popular this service is, we can look at the figures since we implemented this Service about five months back and the results show more than 360 live chats and 1500 tickets for offline communication.