Launch Of Agent Based Chat Store Terminals For SFR!

An Agent Based Chat pilot solution was launched for our French client SFR on the 23rd of October. SFR, who is a mobile phone operator and the French partner of Vodafone, can now offer customers chat using store terminals in three of SFR´s stores. Two test-stores are located in Paris and one test-store is located in Lille.

The goal with the chat is to handle all non-sales issues that customers can have when coming to the store. The sales-staff will direct the customer to a terminal from where he can click to chat with an agent, based at SFR’s call center, who will help him access his account, find the adequate information-page on the SFR website and assist the customer with the ordinary client service tools used in the call center.

The pilot period is of one month. If this proves to be efficient, SFR could investigate in deploying this service to its some 700 sales-points in France.

 

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