Combining website chat and a phone assistant: when one shared system pays off

01

Customers switch channels, their question stays the same

Someone who looks up prices on your website in the evening may call the next morning to follow up. For the customer, it is one and the same request. If the phone gives a different answer than the chat, trust suffers, even if both answers sound plausible on their own.

Contradictions are rarely intentional. Usually a piece of information was updated in one place and forgotten in the other, such as new opening hours, a revised price list or a cancellation rule.

02

What one shared system means in practice

In a shared system, the chat and the phone assistant draw on the same knowledge base. You enter services, prices, opening hours and rules only once, and both channels answer on that basis.

When you change a piece of information, it applies to both channels. There is no second place to maintain.

• One knowledge base for website and phone
• Consistent rules for what the assistant may say
• The same handover paths when a person needs to take over

03

Handovers to your team follow the same rules

Not every request can be completed by an assistant. What matters is that your team receives the key information at handover: who is asking, what it is about and what has already been clarified.

When both channels run on one system, handovers from chat and phone follow the same rules. Your team does not need to learn two different workflows and receives requests in a structured way instead of scattered across channels.

04

What the combination costs

Chat and Voice can also be booked separately. If you need both channels, AuraServe One is the better value. All prices exclude VAT.

05

When the step makes sense

Combining both channels makes sense when customers regularly reach you both ways and ask the same questions. Typical signs are:

• Callers ask questions that the website already answers
• Your team maintains the same information in several places
• Requests from chat and phone reach you through different routes

06

How to start with both channels

Start with the questions that come up most often on both channels. Define which answers the assistant may give, which details it should collect and when it should hand over to your team. These rules then apply equally to chat and phone.

After the first few weeks, check whether the answers match across both channels and whether handovers are complete. Add to the knowledge base wherever customers had to ask follow-up questions.

If almost all requests come through one channel, start there. You can add the second channel later.