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GCTF Live Event

Delivered by WTV Global.

The GCTF Capacity-Building in the East Africa Region Working Group Co-Chairs, Egypt and the European Union, convened a virtual workshop on Strengthening Civil Society, National and Regional Approaches to Dialogue and Community Resilience in East Africa. The purpose was to profile the complexities of dialogue and community resilience initiatives in the East Africa region and to discuss international and regional obligations related to promoting resilience along with exploring current actions to meet these obligations. Importantly, the workshop identified lessons learned from East Africa, emerging new activities aimed at promoting more effective dialogue and building community resilience, and recommendations for various stakeholder groups on how best to engage in dialogue and resilience building in the region.

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.
Technical Support
confident-call-center-operator-talking-with-client (1)
Execution
  • 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.
  • 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
  • Issues ranging from users not receiving their login details, lost password, re-sending the login credentials to general questions regarding what time was the event and if there were recordings, or what is the link to the events etc.
  • We were requested about to provide this service around 8 am and the event was scheduled for 10:00 am
  • Issues ranging from users not receiving their login details, lost password, re-sending the login credentials to general questions regarding what time was the event and if there were recordings, or what is the link to the events etc.
WTV Login by live chat

We have quickly created the links to our software to
embed in WTV Webpage

nobochat chat support popup

Once Embedded the link on the right bottom corner we
saw the chat widget appeared.

nobochat chat support popup

Once a visitor clicks the Chat Opens up and looks like this..

Once Embedded the link on the right bottom corner we
saw the chat widget appeared.

image 3
  • We have matched the colour of the chat with the page. We have changed the chat title to show this is a WTV 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.
image 4
  • We have served total of 35 chats. Total 479 users were logged into the live event and 35 of them were having issues logging in.
  • The Nobotchat dashboard enabled the customer to be witness of the success, whilst being part of the escalation process where required
image 5
  • Out of these 34 chats, we did not miss any chat, and we have achieved 100% chat satisfactions.
  • This is left by the users who initiated the chats and our survey asked if they were happy with the services and if we have managed to resolve their issues. And everyone responded positively.
image 6
  • On the backend, 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.
image 7
  • 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.
To rephrase the above

nobotchat chat support

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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