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Live Chat Effectiveness

Published By: LogMeIn
Published:  Jan 15, 2014
Length:  26 pages

Todayís consumer is almost ambivalent when it comes to customer service channels; this generation of shoppers simply wants service their way. Of course, some customers have a preference for one channel over another, but it appears thatís born out of experience more than anything else. What they arenít ambivalent about is the level of service they expect to receive. From the stories they shared with us, it seems that service informs who they choose to do business with in the future and which communication channel ultimately becomes their platform of choice when seeking service and support from retailers.

Tagslogmein, live chat, e-tailing, multichannel communications, live chat best practices, channel usage, channel satisfaction, chat frequency, social media, retailer response time, proactive chats, chat receptiveness, chat session, success factors, customer satisfaction, chat availability, influence on purchase, best practices, business intelligence, call center management