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142nd IPU Assembly 24-27 May 2021

Delivered by WTV Global.

Throughout the year, the IPU and its Members organize many events for parliamentarians to exchange good practices, acquire the latest information and identify avenues for action. From biannual Assemblies that bring together hundreds of MPs and delegates. They do workshops on the Sustainable Development Goals

Like every year this year also the IPU Executive Committee decided that, in view of the prevailing COVID-19 pandemic and its impact, the 142nd IPU Assembly would be held during the week of 24 May 2021 in virtual format. In order to examine the implications of such an unprecedented virtual Assembly and to find the best possible solutions, the Executive Committee decided to set up a Working Group composed of representatives of the geopolitical groups, the Bureau of Women Parliamentarians and the Board of the Forum of Young Parliamentarians, and supported by the IPU Secretariat. 

To arrange this kind of event IPU conducted a lot of virtual meetings from the 1st week of May 2021. In order to support these meetings, they needed a reliable live chat system where the users can take support easily and instantly. That’s where Nobotchat comes in.

On this virtual event, NobotChat provided the chat software and chat technical agents for the live chat.

confident-call-center-operator-talking-with-client (1)

Preparation

  • Initial meeting with the clients - NobotChat team met with the clients and discussed the scope of Support needed.
  • Service Level Agreement was agreed and aligned with our client’s needs- After we identified areas where we can help, we used this information to determine how many of our agents were needed to complete the project.
  • Planning ahead - Our team of experts and managers plan ahead for the event. Assignments and training were provided to everyone who were involved in the project.

Execution

  • The agent onboard was smooth and efficient, the customer explained the requirements and helped implementing the necessary step to ensure the agents would be as self-sufficient as possible.
  • We have quickly created the links to our software to embed in WTV Webpage
  • Once Embedded the link on the right bottom corner we saw the chat widget appeared.
IPU login
IPU chat widget
  • Once a visitor clicks the Chat Opens up and looks like this.
IPU chat widget 1
  • We have matched the colour of the chat with the page and changed the chat title to show this is IPU event support
  • Chat Support started to go live 1/2 hour prior to the event.
  • Once users type something on the chat it gets into our chat queue and one of 2 agents picks it up. The average time was less than 5 seconds for a chat to be picked up.
  • Our agents were able to readily respond to increase of visitors, registering and checking the site link
IPU chat support1
  • We monitored the site traffic throughout the entire event. Our agents proactively engaged with visitors who appeared to be staying longer in the login page, making it faster and easier for everyone to login
IPU event live

Report

Report
  • Immediately after the event, a detailed report was proactively sent to the client. And also sent a final report at the end of the 142nd IPU assembly
  • Overall, our team answered 238 chats
  • Among them 92 chats started by customers & 90 chats was initiated by our NobotChat agents. These were related to participants who stayed longer in the login page
Posirtive Rating to nobotchat
bad reviews scaled
  • Our team got an overall 92% percent satisfaction rate with 22 good reviews and 2 bad reviews.
  • The visitor that rated our chat bad, sent a message hours before the event support.
Testing chat support
  • Identified and categorized valid from invalid missed chats. Identified that missed chats were triggered during the testing done by the agents prior to the event but confirmed that overall, there were some missed chats during the event as seen visitors tested the chat support, without posting a question
List
  • Once visitors type something on the chat it gets into our chat queue, and one of the agents picks it up. And the average time was less than 5 seconds for a chat to be picked up
  • Total 34 visitors queued on the chat, we have engaged 29 in chats, and 5 visitors left the queue.
  • In addition to chat, we also provided event support to several participants (129+) in different languages via email

Summary

IPU Join MP
  • Successfully the event ended with everyone being able to login and participate the live events
  • Major login hassle and navigation were prevented because the agents proactively guided and engaged everyone in need of assistance.
  • Our Chat Agents weren’t just customer services agents who takes the visitors information and then has to pass it to someone else to fix the problems. These are qualified technical resources who knew the platform, who were able to find out the applications and events within very short period of time.
  • There was also an element of challenge as the invitees to the event were mostly MPs, Ministers and government officials from different countries, so in-depth technical skills and excellent customer service manners have been at the forefront of the event’s success.

This is what NobotChat is about, an excellent technical service combined with the professionalism and customer service that only an exceptional human being can provide. Our fully managed, end to end live chat support consistently maintains the highest level of customer satisfaction and bridge the communication between you and your customers. It is operated 100% by human, no robots!

There will be no more waiting or queue on your events. Our chat agents answer your visitor’s query in run-time and convert visitors’ concerns into favorable feedbacks.

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