The Challenge

The organization had been using Eckoh’s CallGuard solution to secure telephone payments within its contact center for some time. Contact center agents were also able to talk to customers via live web chat but could not take payments this way.  The driving force behind the company’s desire to take secure payments via web chat was evidence that the live web chat channel was becoming increasingly popular with customers – upwards of 15% of all customer interactions were via web chat and customers were keen to be able to pay via that channel.  Previously, if a payment was required during an online chat the agent would have to direct the customer to call into the contact center to make the payment. Customers did not like being asked to switch channels in the middle of a transaction, and agents also found that process to be inefficient leading to potential missed payments. The ability to offer secure payments directly in via the web chat channel offered significant time and cost saving benefits to the client as well as enhancing customers’ experience.

Our Solution

Eckoh’s ChatGuard solution now enables contact center agents to take secure payments within a web chat without having to direct the customer elsewhere when a payment needs to be taken. This has significantly improved the efficiency of the contact center as agents are able to handle multiple customer interactions simultaneously in the chat environment and to manage the complete transaction from start to finish in a single session. The customers also benefit from being able to interact with the company fully within the channel of their choice.