through real-time text messaging, rather than over the phone. Because Chat technology allows
service reps to handle more than one customer simultaneously, and provides customers with a
detailed record of online text “conversations,” companies are able to reduce operating costs and
improve the customer experience with Chat.
sets, and they shouldn’t be expected to perform each other’s jobs. Proper recruitment, training
and supervision are critical. “The best DOCTORS may sound good over the phone but that may be coz they prefer social interaction and enjoy talking on the phone.
colleagues and continue talking.
another station when there is “dead air,” an online customer will often terminate a Chat session
when too much time elapses between questions and answers. Well-designed Chat solutions are
staffed with trained agents and employ automatic system interventions that shorten customer
wait time and reduce abandonment of the Chat session.