Online Services OverviewEmail_Management_Services(1)

Improve your customers' online experience

Whether your priority is generating more sales, enhancing customer loyalty and satisfaction or lowering costs, Alorica’s robust Email Management & Chat Services give you budget-friendly options for communicating with your customers while ensuring a favorable online experience. Available in English or Spanish, our Email & Chat services can be tailored to meet your on-demand customer service requirements and include Customer Care, Tech Support, Inbound Order Taking, and Help Desk.

Use cost-effective email and chat as a means to enhance customer service, measure satisfaction levels and better understand your consumers.

Email Management Services

Email marketing offers a cost-effective way to reach out to large consumer audiences, monitor customer relationships, and enhance sales. But an effective email strategy is more than comprehensive mailing lists and compelling content. Successful email marketing means getting the right information to the right customers at the right time—and that’s just the beginning.


 Alorica's Email Management Capabilities

  • Inquiry Management
  • Integrated Knowledge Base
  • Tracking
  • Customer & Case Management Tools
  • Analytics
  • Administration Tools

Click to Chat Services

Increase Productivity, Drive Revenue, and Enhance the Online Experience

Today’s tech-savvy customers appreciate the benefits of 24/7 online self-service. But sometimes they have a need or a question that requires the human touch. Make it easy for them to communicate with you—with real-time Web chat.

By enabling live, text-based conversations between your agents and customers, Alorica Chat allows you to provide personalized support around the clock and improve your consumers’ overall online experience. Whether agents are giving fast, accurate answers to questions or offering guidance for an online purchase, Chat is a powerful tool for driving revenue and getting the very best return on your customer investment.

Alorica Chat can be utilized as a standalone service or integrated with your call center program to provide a full-spectrum customer care and/or technical support solution.

Why Live Chat?

Web chat technology provides a modern, budget-wise solution for servicing your customers more quickly and efficiently than traditional communication channels. Convenient features are included, such as time-saving canned responses and free-form text with spell-check.  Alorica’s Live Chat Services enable you to:

  • Improve customer service and satisfaction through faster, personalized response
  • Increase conversion rates and generate more sales online
  • Increase productivity through concurrent transaction handling
  • Lower operating costs by deflecting costly toll-free calls to chat

Live Chat for Online Sales

With Chat, your website visitors can connect to live Alorica agents instantly by clicking on a button embedded on your site. Features include:

  • Universal desktop view so agents can easily manage phone and email across all channels, as well as manage multiple chat sessions
  • Agent central access to customer’s information (past interactions, web pages browsed, buying history, profile)
  • Store chat session for historical record and future support
  • Consumer and agent access to integrated multi-channel knowledge base
  • Single-keystroke standard responses to save time
  • Rules-based routing, transfer and conference sessions for access to most knowledgeable resource
  • Public and “whisper” monitoring for quality assurance and knowledge contribution
  • Insightful real-time views, reports and trend analysis allow managers to gauge and improve quality and responsiveness of service operations
  • Universal desktop view so agents can easily manage phone and email across all channels, as well as manage multiple chat sessions

Co-Browse Solution When it comes to online chat, sometimes words just aren’t enough. A simple text-based answer from an agent might not suffice if a customer is having trouble completing an order form or finding the right product on your website. In cases such as this, both parties can become quickly frustrated, leading to decreased customer satisfaction and compromised agent productivity.

How does CoBrowse work?

With CoBrowse, your customers can share their desktop and pass mouse and keyboard control to a live agent. The agent can then:

  • Walk them through a Web form
  • Help them complete a purchase
  • Provide personal assistance and service
  • Educate them on website navigation and usage  

Learn More about our Online Services – Contact Alorica Today

Alorica’s Online Services are customizable to fit your unique needs. For more information on how we can help you maximize the value of your customer relationships, please contact us at 866-ALORICA (866-256-7422).