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Web Chat

Former Member
Former Member $organization

Hi!

 

We are currently exploring the idea of having a web chat on our website. We are hoping our Call Centre would eventually handle the communication with the patrons through this chat. 

 

I’d like to hear if anyone else is currently using the web chat. How busy is the chat?  How did you staff to handle the chat?  Etc. 

 

Please let me know if we could connect.

 

Thanks.

Jessica Klumper
jklumper@stratfordfestival.ca

  • $organization

    Hi Jessica,

    At the Toronto Symphony Orchestra we have Live Chat, which is run through our Call Centre Application. If you visit TSO.CA you will see a Live Chat button on the bottom left hand corner of the browser. Live Chat is open Monday to Friday, 9am to 5pm.

    I would be happy to arrange a call to discuss more details. I may be reached at 416.595.4321 or kdevaux@tso.ca

    Cheers,

    Kevin

  • $organization

    Hi Jessica,

    We're currently using webchat on our website.  It has been a helpful customer service tool for our patrons.  We've noticed that the live chat service gets busy at the same times as the phones and currently our phone volume is much larger so it takes priority over chat (which prohibits it's overall growth).    The service we use will only display the chat icon if we have staff logged in and available to take chats so that patrons aren't trying to chat when no one is available.

    I'd be happy to discuss any further details.

    Anwar Nasir
    anasir@laphil.org 

  • $organization

    Hello Jessica,

    We've been using Zendesk Chat/Zopim at The 5th Avenue Theatre for the last three years or so.  It's been extremely useful to have to help troubleshoot guests having issues with the site, or even with general questions.  We try to have at least one person from our Guest Services team logged in during our normal operating hours (M-F 10-6, Sat-Sun 12-5), but we log out if we are very busy with calls or box office visits.  Chat tends to be busiest when we send out an offer, and when we have a show running.  The person who takes care of more administrative Chat duties is out of the office, but I'd be happy to ask her to connect with you when she returns next week.  I'm happy to help answer any questions, too.  

    Thank you,

    Martha 

    mmckee@5thavenue.org / 5thavenue.org