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Research Report

Implementing Web Chat: How to Launch, Staff, and Monitor

This report is for Support Services members only

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Web chat has become a “must have” channel for consumer support, but adoption by enterprise support has been lagging. However, with benchmark data showing chat has lower cost per interaction and extremely flexible options for outsourcing, web chat is emerging as a must-have channel for B2B customer support operations.

In this report, learn the best practices for launching, staffing, and quality monitoring for web chat, as well as key elements to look for when evaluating a web chat platform. In addition, TSIA will provide answers to five of the most frequently asked questions about chat and its use for customer technical support. As survey data shows, chat is now the most preferred assisted support channel by customers, therefore adopting web chat for customer support should be a priority for any call center or technical support operation. The tips, tricks, and best practices revealed in this report will not only make implementing a chat channel easier, but also will help existing chat operations improve both employee productivity and customer satisfaction.

Authored By:

John Ragsdale

VP Research, Technology and Social, TSIA

Publish Date: May 8, 2017

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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