The events of 2020 enabled a massive shift in customer behavior. Lockdowns and safety restrictions changed the course of everyday life and the new virtual world prompted an evolution of contact center technology. To succeed, businesses leverage technology to meet their customers wherever and whenever.
In this session, Melissa Brown shares Home Advisor’s reaction to this ever-evolving customer behavior and discusses early successes the brand has experienced developing its new mobile app chat feature. This session will break down:
- Benefits of investing in live digital channels
- Insights into the implementation and onboarding of a mobile chat service
- The ins and outs of successful agent training processes