How can companies best utilize chat to improve customer service and sales?

Sep 10, 2014 Customer Experience Kevin Payne, Vice President of Field Marketing

Consumers are increasingly turning to chat for interacting with businesses. A recent [24]7 sponsored survey done by TLF found that more than 37% of respondents stated they use chat more now than they did 12 months ago. One reason is that chat is no longer limited to a desktop web experience. Andy Morrow, Assistant Vice President of Service Management at AT&T points out that chat enables customers to effortlessly reach out to a business in the way that works best for them (via desktop, SMS, or mobile).

So, how can your business ensure that you’re prepared and are offering a chat solution that most effectively improves customer service and ecommerce sales?

In the September edition of the [24]7 Point of View, we asked five industry experts to answer the question: How can companies best utilize chat to improve customer service and sales?

Kate Leggett of Forrester Research offers five tips and Aphrodite Brinsmead of Ovum Research cites how analyzing historical interaction data can help predict customer needs so that agents can quickly push relevant chat responses to customers to improve their experience.

Click here to get the perspectives of Andy, Kate and Aphrodite as well as Kurt Marko of Information Week and Leslie Joseph of [24]7 on the topic of how to best utilize chat for your company.

Kevin Payne, Vice President of Field Marketing
Kevin Payne, Vice President of Field Marketing

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