WhosOn Live Chat Reduces Technical Support Costs For Aviva

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Aviva, the worlds 6th largest insurance provider have implemented live chat to help reduce support costs and improve the provision of support to thier 46,000+ workforce, resulting in a 25% shift in contact center volume.

We looked at a number of live chat providers and found the reports and metrics available in WhosOn to be more detailed and advanced. "We have the ability to create custom reports and work towards continual improvement of the live chat channel

Aviva the world’s 6th largest insurance group, with over 46,000 employees and around 53 million customers worldwide, as with all organisations of this size, faces many challenges, one such challenge is managing the people and the technology that they use.

In 2007, the IT support division was providing technical support via phone and email, two costly channels. Two senior support managers at this time were chatting via instant messenger and quickly recognized an opportunity to use live chat as a channel to provide technical support to those employees.

In 2009 WhosOn Live Chat was added to users’ desktops and ever since Aviva staff have embraced the communication channel, with over 77% of employees having tried chat in its first year of service.

For any large organization, the opportunity to refine operations is always possible when there is good access to data and reports, a significant contributing factor in Aviva's choice of provider. WhosOn live chat stood head and shoulders above its competitors with its enhanced standard reporting capabilities and the ability for user to create their own customer reports. Another contributing factor is for enterprise clients to have a direct input into the continual improvement of the software and the live chat channel, Aviva themselves commissioned Parker Software to design a contact/call centre dashboard and other enhanced features with the WhosOn live chat client.

A staggering 25% of contact centre volume shifted to the live chat channel, this shift meant the company could reduce its expenditure and its telephony infrastructure.

In the eighteen months since the introduction of WhosOn live web chat for technical support it has become a preferred channel for support. Aviva plans to utilise the chat functionality within other departments so further cost savings can be derived.

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Ian Rowley
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