Personalisation Is Changing the Retail Customer Journey
Personalisation can sound like a buzzword. It’s one of those customer experience trends that retailers talk about and yet there is very little...
Time to chat? An at-a-glance guide to web chat and how to maximise its potential.
Web chat is no longer optional.
Nowadays the customer desires – indeed, expects – a quick and easy medium to get questions answered and problems sorted. According to the Global Contact Centre Benchmarking Report, customers younger than 40 would rather use social media and web chat than traditional phone and email services. This younger, tech-savvy generation desire the benefits of a channel that is still neglected in many communication startegies today. How can you maximise its potential? Is it integrated into the rest of your customer service? Our handy infographic explains how and why to get the most out of your web chat.