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New Online Chat Service Encourages Sky Bet Customers to Talk

Sky Betting and Gaming has launched a live chat facility on its websites to improve customer experience. Powered by Talisma Chat, customers to the Sky Bet, Sky Poker, Sky Vegas and Sky Bingo websites www.skybet.com, www.skypoker.com, www.skyvegas.com and www.skybingo.com can now receive live, 24 hour assistance simply by clicking on the "start a chat" button. The service has already increased the number of interactions with customers by 20%, despite a 30% reduction in incoming emails.

Sky Betting and Gaming went live with Talisma Chat on 5th April, Grand National Day, and held 770 live chat sessions with visitors to its sportsbook, skybet.com. Following this successful pilot, Sky Betting and Gaming rolled out the customer interaction technology across all products of its website on 5th May and its 40-strong customer service team can now provide instant responses to customer queries.

Collaboration features allow Sky Betting and Gaming agents to push web pages to customers in a live session, for example the latest results of a football match, or co-browse the product websites to help the customer find exactly what they are looking for, such as the latest odds on Big Brother, details of its televised poker tournaments. Or interactive guides on how to open an account.

In addition to assisting front-line staff, Talisma Chat is enabling Sky Betting and Gaming's management team to continuously review its service levels by providing access to service level dashboards, timers, historical and real-time reports, and chat transcripts, to identify opportunities for improvement and monitor agent performance.

Following the success of Talisma Chat, Sky Betting and Gaming plans to implement Talisma Knowledgebase a flexible knowledge management system that presents current and relevant information to customers in a Web self-service mode, and to agents through a flexible portal within the single screen agent interface. The company will also expand its use of Talisma Chat to include proactive assistance features.



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