The evolution of communication has made telephone and email major customer service channels for companies. However, live chat can be more important than phone or email for interacting with your customers because they expect fast, even instant, responses to their inquiries. Unfortunately, moving focus from email to live chat can be intimidating, especially if you’re concerned about potentially losing customers. Fortunately, the ICMI article “Is Chat the New King of Customer Experience?” by Kathy Juve explains the following strategies for businesses to consider:
- Use predictive analytics to be proactive
- Be there, when and where your customer needs you
- Gain insights to continuously improve the customer experience
To read the article, click the link below:
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