Knoah Chat

Chat is a specialty at Knoah, where we have often delivered better CSAT and abandon rate results than equivalent voice operations at a lower cost. Knoah was one of the earliest high volume providers of Chat support services, starting back in 2002. We have helped develop many of the current best practices in the industry.

As such, we are consultative experts in properly positioning chat as a key service delivery option for our clients. With the explosion in use of instant messaging and text messaging in the under forty age group, successful companies cannot afford to ignore this critical support channel.

Here is what you’ll receive as a Knoah Chat client:

	Agents are hired and trained specifically to deliver excellent results in handling the dynamic, writing oriented chat environment.
	Dedicated Chat QA Specialists support evaluation, analysis and training of agent performance.
	Dedicated Subject Matter Experts (SME’s) that help with escalations, training, and knowledge base development. We convert your voice oriented agent knowledge bases into Chat ready knowledge bases
	Optimization of the concurrency of chat handled through real time reporting and offline analysis of your web traffic.
	Continual improvement of CSAT and FCR metrics through dissatisfied CSAT survey analysis.
	Low cost, turnkey access and expertise in administering several best of breed Chat Management software applications. We’ll help you select the platform that is right for your needs We develop and maintain CSAT surveys within the tool

Above all we provide Full client access and use of the KnoahsARK agent performance management tool which includes:

	Custom Dashboard access to dozens of real time and ad-hoc reports across all chat related metrics
	The ability to perform live monitoring of agents via screen captures
	The ability to perform in-house QA and calibration of chat evaluations with Knoah
	Blended, custom scorecards that allow stack ranking of agents on multiple KPI’s including, QA, AHT, CSAT, FCR, etc.