Mcl Insurance Services Partners With Dotsys To Launch New Integrated Online Chat Module
13. 04. 2015
Northern Ireland's leading insurance provider, MCL Insurance Services Ltd, has announced the launch of a new online chat module that has been designed and built by its sister company, Dotsys Ltd.
The chat module integrates into MCL's e-volve back office platform and has been created to offer an even greater level of customer services to consumers who contact the business via online chat. The bespoke chat module, built by Dotsys over a period of one month launched last month.
Speaking about the development of the new chat module, MCL Insurance Services Managing Director Gary McClarty said: “As a leading online insurance broker, MCL is constantly looking for new ways to improve our customer service offering and the new online platform will help further maximise our contact centre staff time, giving our customers the best possible service.
“In an effort to improve our customer services, we initially trialled a number of third party plug-ins but we decided that a bespoke, custom-built solution was needed and the team at DotSys has done a terrific job in building a market-leading chat module that will benefit the thousands of customers who contact us daily.”
The new software enables a customer to enter their policy number and the customer's record will automatically pop up at the contact centre, avoiding the need to re-key details. In addition to this, all conversations are stored within the customer's record, making it easy for another operator to continue the conversation.
Another feature of the software is that if a customer can't be helped through online chat and requires a call, from the online chat programme the user just has to hit a button and the details will be automatically transferred to the outbound contact centre team. For total clarity, the whole workflow is logged through the system so each customer contact agent can see the complete history of the customer conversation.
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