Chatnels Case Study – TSBC

Those of us in high demanding client-facing roles, like customer service representatives, face various challenges. Especially during the COVID-19 pandemic. How do these employees go about their important everyday activities? Being responsive, supporting clients, and sharing updates are now more important than ever. 

This is where we come in!

Simple and efficient ways for clients to reach the team is top priority. Clients need to be able to receive desired support and relevant updates when needed. And to do so, the team requires the capacity to share important information, and bring in colleagues or other knowledgeable collaborators to handle complex issues and inquiries. 

This is what was accomplished for Technical Safety BC. The first user of Chatnels. TSBC is an independent, self-funded organization. It oversees the safe installation and operation of technical systems and equipment across the province. In addition to issuing permits, licences and certificates, TSBC works with industry to reduce safety risks. They accomplish this through assessment, education and outreach, enforcement, and research.


What did we do?

Create designated chat lines for targeted user groups.

Before Chatnels, TSBC was primarily using voice calls to answer client queries. They felt they needed to introduce chat to help alleviate the high volume of calls coming in.

How did this help?

Having a robust chat platform allow knowledge experts to handle chats within each chat line with specific themes or topics. Chatnels provided TSBC and their clients with better user experience. Their CSRs were able to improve communication by sending the necessary documents directly in the chats via URL links. This was an improvement over a phone call, followed up with separate emails to send documents that could get lost in people’s spam folder.

Leverage conferencing and transferring

Have the ability to add internal or external participants into the chat, and transfer chat lines to team members.

How did this help?

Having conferencing and transferring features allows you to get the right support you need by bringing in other participants and passing specific inquiries and tasks to the right chat line. Chatnels chat provided TSBC context history and ability to keep history of the chat should they choose. Chatnels also provides their client’s the ability to choose between calling and chatting, as some prefer chat.

Broadcast feed to share important info and updates.

Post important updates and information specific to your chat lines. 

How did this help?

Allow your chat participants to receive first hand news and engage if necessary.


Try Chatnels free for 90 days to see how we can facilitate connection, communication and collaboration for your B2B or B2B workflow. 

Hannah Borland

Hannah Borland

Marketing Manager at Excelar Technologies. MBA Candidate UBC Sauder School of Business. Exploring career opportunities in marketing and brand management in CPG and wellness industries.
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