How to Stop the CSat Nosedive with Chat
Live chat isn’t a new channel anymore, but many companies are still applying the same KPIs and processes to it as the phone. Using insights from Comm100’s Live Chat Benchmark Report covering more than 40 million live chat interactions, learn what needs to change and how the best companies are using chat to provide an exceptional customer service experience as a competitive advantage, with examples and insights from CCW Digital's Brian Cantor and Comm100’s Kaye Chapman.
Topics include:
- 3 reasons customer satisfaction is falling
- Top customer expectations for 2018 - and how live chat can help
- Debunking key myths about live chat
- Mistakes businesses make with chat - and how to fix them
- Shining live chat success stories
Presenters:
Kaye Chapman
Customer Experience & Training Expert
Comm100
Kaye is Comm100’s Content & Client Training Manager, an internationally-experienced writer and trainer, and an MA student at University College London, the world’s #1 center for Education and Social Science.
Kaye has worked with Fortune 500, governmental and private firms across the world to advance customer service operations and embed leading learning and development strategy. As a specialist in Contact Centers, Kaye is passionate about using technology and training to improve experiences for customers and employees alike.
