It is easy to see why the customer contact community is so enthusiastic about live chat. By bringing meaningful conversations into the digital world, live chat offers the coveted fusion of customer centricity and efficiency.
Unfortunately, it is hard to find examples of organizations truly realizing the potential. Due to flaws in the strategy, technology and execution, the typical live chat experience is neither customer-centric nor efficient.
This report remedies the issue. Not a commentary on why you should invest in live chat, the report instead focuses on how to make live chat work for your customers, agents and overall business. Topics include:
- Three questions to ask when building your live chat strategy
- Six crucial metrics for evaluating live chat
- Five ways to empower agents to successfully chat with customers
- Four mistakes that are hurting the live chat experience