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Chat technology has been around for decades and one could easily assume that the Service industry has plenty of experience on how to optimally leverage this technology and perfectly adapt it to customer's needs. But, looking back at many professional discussions on this topic, I discovered that live chat technology is still unexplored land for many Customer Service organizations out there. When adding this channel to your offering, there are many pitfalls that need to be considered. Tool adoption is crucial and balancing the channel mix is key to ensure efficient Customer Service delivery. In this track, we will discuss the advantages and disadvantages of this specific communication channel and the do's and don'ts when designing, planning, implementing and maintaining a chat offering in your Customer Service organization.
Director, Support, Tricentis
Publish Date: October 19, 2018
TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.
Peg Rodarmel, SVP, Subscription Services, Infor
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