Reducing Customer Effort in the Chat Channel: Better Chat Writing for Better CRM

call center week
Posted: 12/06/2011
Job:
Company: Call Center Week

With the growth of online chat for customer service and sales, this paper examines the chat transcripts of industry leaders like Best Buy, Zappos, Nordstrom, and others — showcasing how chat writing strategies can improve customer experience. Each chat verbatim is analyzed in terms of writing strategy, response accuracy, grammar and other important criteria.

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call center week
Posted: 12/06/2011
Job:
Company: Call Center Week