Why Read This
Most chat experiences are fine. When well implemented, wait times are short and answers are quick and relevant. However, chat has an opportunity to go far beyond having a live person extract knowledge base content and deposit it into an instant message box — it can be an outstanding customer experience. When chat is a meaningful interaction, it can bolster brand and boost loyalty. eBusiness and channel strategy professionals must understand that the contact center's culture can have a profound impact on the quality of a chat interaction and work with the contact center to ensure its culture takes chat from OK to outstanding.
Tags: B2C eCommerce, Contact Center Technologies & Processes, Customer Experience Management, Customer Relationship Management (CRM), Customer Service & Support, eCommerce, Marketing & Strategy, Multichannel Customer Experience, Networking, Online Chat, Packaged Applications