Best Practice Report

How To Diagnose Channel Performance Issues In Chat

September 14th, 2022
With contributors:
Ian Jacobs , Kate Leggett , Tiffany Do , Shayna Neuburg

Summary

When chat programs struggle, understanding the root cause can be challenging. Customer service leaders should adopt a diagnostic mindset to step through the four most common issues that plague chat programs: high abandonment, low issue resolution, low efficiency, and poor adoption. This report helps customer service leaders identify the root cause of (and resolve) their challenges with chat.

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