British Gypsum online chat feature launched with direct access to technical experts

British Gypsum online chat feature launched with direct access to technical experts

British Gypsum has unveiled a new online service, offering customers quick and accurate technical support from its team of highly-trained experts.

The company’s existing website chatbot, QBot, has been enhanced to provide immediate access to the Technical Support Team at the click of a button.

Since its 2021 launch, QBot has been a permanent fixture on the British Gypsum website, delivering 24/7 assistance. The AI-driven chatbot efficiently sorts enquiries into defined categories to address a wide array of questions.

The introduction of the live chat feature means there is a Transfer to Agent option so that if a question cannot be answered by the chatbot, or a high level of personalisation is required, users can connect with a member of the Technical Support Team instead. The service operates Monday to Friday from 8.30am until 4.30pm.

The telephone support will also remain in place, however the Transfer to Agent option promises faster and more effective access to technical support. The new service aims to ease communication in noisy settings, improving customer experience, and resolve project enquiries in real-time to enhance overall customer service efficiency.

Dave Robinson, Head of Technical Support at Saint-Gobain Interior Solutions, which includes British Gypsum, Celotex and Isover, said: “For more than 100 years, British Gypsum has shared technical know-how and drylining expertise with its customers and construction partners, but now we’ve added another string to our bow.

“Our Transfer to Agent option provides a more complete service and will make accessing our technical experts easier, faster and more convenient. We pride ourselves on the support we offer at every stage of a project, and this is just another part of the service that our Technical Support Team can provide.

“The service is free for Saint-Gobain Interior Solutions customers and our experts are happy to help with specification-related enquiries, whether it’s a simple question or support and solutions for more complex projects. It will be particularly useful for specifiers, architects, developers and contractors. Live chat gives customers the convenience of a chatbot without losing the human touch that our customers expect.”

Previous conversations can be viewed by the Technical Advisors, who can also forward relevant website links and documentation allowing them to answer the customer’s query as thoroughly as possible. There is also a new save transcript function so that the technical details can be sent on an email, making it easier for customers to have further internal discussions.

For more information, please visit  #AskQBot

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