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Customer Service Experience 2015

When: August 17-19, 2015
Where: New York, NY, USA

Let’s Talk About Chat…

by Johan Jacobs
Monday, August 17, 1:15 p.m. – 2:00 p.m.

Johan Jacobs

Web and mobile chat represent a fast-growing communication channel with mature technology available. Unfortunately, most web chat interactions are becoming a useless customer service channel—not unlike the phone. The business case for web chat is either motivated by a reduction in the cost of phone-based interactions, or by introducing new interaction channels. While both are noble business drivers, they are often the root cause for creating poor customer service experiences. Explore why web chat deployments are creating poor experiences, discuss four best practices of web chat, and learn how to create a great customer service experience and deliver on cost reduction.



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