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Atradius Event
The impact of digitization on trade

Delivered by WTV Global.

Atradius is a relationship and service provider company. Today’s world is in an ongoing problem because of Covid-19 pandemic. As Atradius is a relationship and service provider company they needed to do some campaigns so that the companies who are taking service from Atradius don’t fall behind. Because of Covid situation it was not possible to conduct any event physically. So, they needed to conduct a virtual event.

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.

We supported the users with almost everything they needed. If they had difficulty with login or if they needed the support with last minute registration. Sometimes users had problems streaming the video or were not able to hear the audio, we guided them how to solve it too.

In addition to live chat, we provided support via email also. The event speakers and participants were from different countries. So, we had agents skilled with different language skill sets like Spanish, France, Filipino & English.

Event Motive

How Covid-19 changed global trade forever?

The Covid-19 recession has profoundly affected the global trade environment, bringing about some long-term changes that some commentators believe are here to stay, reshaping global trade forever. In this new trade environment, what are the business growth opportunities?

Daisy McAndrew (former Economics Editor and Chief Political Correspondent for ITV News) will moderate discussions on this subject in our Virtual Event Series. The first event features:

  • Professor Ian Goldin – Professor of Globalisation and Development at the University of Oxford and the Director of the Oxford Martin Programme on Technological and Economic Change.
  • Emma Marcegaglia – Chair and CEO of Marcegaglia Holding S.p.A. (Italy).
  • Johan Melander – Credit Director Electrolux APAC & MEA.
  • Edwin Kuhlman – Atradius Head of Global Commercial Underwriting Team and Head of Underwriting for the Netherlands.

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 was involved in the project.
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Execution

  • We were requested about to provide this service around 06:30 am and the event was scheduled for 07:30 am UK time.
  • 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.
  • We have matched the colour of the chat with the page.
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Support name Atradius
  • We have changed the name of the widget to Atradius Support.
  • Once users type something on the chat it gets into our chat queue, and one of 2 agents picks it up.
  • NobotChat provided the chat software and chat technical agents for the live chat. Chat agents were logged in and answered questions about the event, and solved any login issues that the users faced.
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  • Issues ranging from users not receiving their login details, lost password. So, if they could not reset the password by themselves, we did it for them.
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  • If a user had not registered himself, we gave them the link to register or we did the registration for them if he/she is approved for the event. In case user registering him/herself we marked the things they need to do while registration.
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  • General questions regarding what time was the event and if there were recordings, or what is the link to the events etc.
  • Sometimes users had problems like they could not play the video or sound problem. We Guided them how to do it with the screenshots of the streaming page.
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  • We guided the users how to join the polls in the streaming.
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  • There was QA also. We helped them with that also
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  • The agent on board 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 like the users registered for the event.
  • We have served total of 192 chats. Total 559 users were logged into the live event and 192 of them were having issues logging in.
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  • The Nobotchat dashboard enabled the customer to be witness of the success, whilst being part of the escalation process where required.
  • Out of these 192 chats, we did not miss any chat, and we have achieved 97% chat satisfactions with 28 good ratings.
map of user
  • On the back-end, we could see how many users were visiting the page at one time, and if anyone initiated the chat, it was coming into our queue.
  • We could also see where the person is located when they initiated the chat with us and which page they were on (in this case it was a single page).
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  • We can see a lot of very useful information about how these chats were handled, who started the chat etc.

Overall, this was a success because 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 about 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 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.

And this is what NoBotChat is about, we provide technical chat resources to our customers so that the issues, especially on a live event can be solved within very short period of time.

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.

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