Building Your Customer Service Strategy for the Post-Voice Era
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It seems simple. You want to engage with visitors on your site on mobile or web - you provide them with the option to call you or message you. Your job is done, right?
Not so fast. While technology, like live chat, can have a small effect on efficiency and customer satisfaction, the true value comes from creating an effective program focused on continuous improvement and understanding the customer’s service journey.
By building a solid program that can withstand the huffs and puffs of peak customer demand based on proper training, best practices, and customer insight, you can curb your contact center’s labor costs and ultimately create greater productivity and customer satisfaction.
You will learn about:
- Why chat and messaging technology alone are limited in the impact on your brand’s effectiveness, staff utilization, and labor costs
- Some of the most often overlooked elements of a messaging program and why they are the most essential
- How successful brands use technology along a continuous improvement process to increase revenue, drive customer satisfaction, and create greater value in their investments
Presenters:
Alon Waks
Global Head of Product Marketing
LivePerson
Damian Delgado
Senior Web Operations Manager
TXU Energy
We respect your privacy, by clicking ‘Watch On-Demand’ you agree to having your details passed onto the sponsors who may promote similar products and services related to your area of interest subject to their privacy policy. You have the right to object. In addition, you will receive our e-newsletter, including information on related online learning opportunities. For further information on how we process and monitor your personal data, and information about your privacy and opt-out rights, click here.
