In our omnichannel age, it’s easier than ever to reach customers on a massive scale. While offering service on multiple channels is a clear path to stronger customer engagement, brands still have to meet the challenge of marketing to the right customers in the right places, and at the right times. On the voice channel, it’s especially critical to...
As described in our previous blog post, live chat is an essential channel for driving sales and customer satisfaction. From providing service on the go to helping customers make purchase decisions, live chat offers tremendous potential for delivering great customer experiences. Here are ten steps to creating the perfect live chat customer experience. Provide live chat on the most...
With the many channels available for customer service these days, those with the quickest responsiveness seem to win the most. An eDigital Customer Service benchmark study found that live chat has the highest satisfaction level of all customer service channels, while a Forrester report found that 44% of customers claimed that having a live person assist them in the...
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