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Time to Chat

31st July 2015

Time to Chat – Next Generation Web Chat Value and How to Capture It

Web chat has rapidly become a favoured customer communication channel. Hardly surprising. We know people want to interact online. We know they sometimes need help to do it and that they don’t want to have to pick up the phone. We don’t necessarily want them to pick up the phone either. So, web chat is the panacea for every online ill – make it available and sales will soar, customers will be happy and calls to your contact centre will plummet like a stone.

Actually, it isn’t as simple as that, as you’ve probably discovered. Used indiscriminately, web chat is just as likely to drive cost (and customer frustration) up as down. David Pattman, Solutions Director at Webhelp UK, considers the evolution of web chat and how to capture its value in next generation deployments.

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Number of pages: 23 Date published: 31st July 2015

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