Thomas Rødseth at Intelecom, shares his top tips for making web chat work and what you need to consider before taking the plunge
Web chat certainly has many benefits – it delivers a modern, near real-time response to today’s digital consumer. It is cheaper than a traditional telephone call and has been proven to enhance online shopping experiences and increase customer loyalty. No surprise, therefore, that 16% of UK contact centre managers have web chat as a top 3 investment priority, with 52% of managers actively looking for a web chat solution.
Is it right for you?
But web chat is not for everyone. How can you tell if it is right for you? All contact centre managers should step back and ask themselves the following three questions:
1.Why are customers contacting us? Is it a ‘negative’ contact? For example, a customer reporting a missing delivery or a broken product. Or is it a ‘positive’ contact such as customer...