Firstsource Solutions a global provider of business process outsourcing (BPO) services, has launched a new webchat product called FirstChat, a web-based customer engagement solution to enable organisations to reduce cost and raise customer satisfaction levels while improving the online customer experience. Companies can leverage FirstChat across a wide range of areas including customer acquisition, online sales, customer service, technical support, and retention.

“We know that our clients want to reduce call volumes and encourage customers to self-serve, without compromising on the customer experience,” commented Iain Regan, Firstsource Global Head of Sales and Marketing. “We have seen impressive results for those clients who have already adopted FirstChat as part of their multi-channel customer service strategy.” 

FirstChat combines a webchat technology platform with expert customer service advisors to bring the human touch to the web experience. FirstChat facilitates self-service and increased customer satisfaction through online empowerment and first contact resolution. Firstsource’s webchat advisers guide and support consumers online to find the right information on the client’s website and resolve their issue quickly and easily. Best of breed technology platforms, together with expertise in optimising webchat solutions, combine to position FirstChat at the forefront of webchat enablement for customer management.

FirstChat can be used by a range of sectors such as telecom and media, financial services, retail and e-commerce, utilities and B2C companies to facilitate e-service strategies and implement call and email deflection programmes. FirstChat enables companies to:

  • Increase online sales conversions

  • Improve Net Promoter Score (NPS)

  • Increase First Contact Resolution (FCR)

  • Improve efficiency through concurrent chats

  • Reduce cost to serve

  • Achieve call and email volume reductions

FirstChat leverages innovative webchat technology to deliver chats on a range of devices – desktop, mobile and tablet. The solution can also combine multi-media such as text, graphics and video to provide easy to understand communications. Firstsource’s webchat expertise enables chat buttons and invitations to be positioned in the optimum locations on the website – to facilitate successful live chats.

Firstsource has successfully implemented FirstChat for a number of clients to enhance their overall customer management processes. For a UK mobile operator, FirstChat delivered first contact resolution rates of 74 per cent, with 75 per cent of customers stating they were ‘very satisfied.’ For a credit card client, FirstChat achieved consistent customer satisfaction scores above 87 per cent and sales conversion rates of 26.5 per cent.

For more information on FirstChat, please visit:

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