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Chat in the Contact Center – an Expert Panel Weighs in – Part 1/3

4 thoughts on “Chat in the Contact Center – an Expert Panel Weighs in – Part 1/3

  1. William says:

    * A lot easier to record conversation on customer’s account as will just a thing of copy paste instead of having to write it.

    * A new template has to be develop for contact through CHAT channel as the way we record conversation in to customers account all relate to telephone conversation and none for live chat.

    * What does the agent think about this, The agent has to feel comfortable too, Is it more comfortable for the agent ?

    * Please note: There are already automated live chat which will respond accordingly to the question asked, An article including the information which associate with the wording on the customers questions,
    I tried one of this not long ago and amazingly each time the application got it right, Got it right about the article or question I was wondering about.

    * What type of agent will excel on this type of customer’s service ? we already knows which type of agent will excel on the live telephone call,
    A training manual will have to be develop as again all training at the moment focus on the phone call channel.

    * A question, How will chat go about sensitive information which has been forbidden to agent to be written on other place than the customer’s account ? Example credit cards.
    By Colin = To enter credit card details into a chat window and propagating this information through the audit trail creates a security and PCI risk.

    * A question, How about a chat with voice ?
    Just like the what’sapp does.

    * Not all the product will do well in chat as customers might feel awkward writing about this product they want to purchase.

    * Just like Colin said….Customers will have not leg to stand on on denying what they were told on the chat conversation as it will be there to see at any time what the customer said, This will end a lot of apologies, Credit, Discounts etc…

    * How about a no live chat and then if need it to a live chat ?

    * How about the liability of the company by an agent which write some internal information, Or the liability of the company when a customer record what was written on the chat ?

    * Good point from Turaj, I do think this is totally correct but just when is about sale / buying.

    * Many things will improve with live chat such as : Agent not interrupting customers, Customers not interrupting agents, Tone of voice will be change for tone of writing, Less need to repeat questions, More accurate answers etc….

    • Sarah Hill-Stapley says:

      Thank you for the comment and for sharing your thinking and insights regarding chat. Some of the questions you raised are addressed in part 2 and 3 of this series – stay tuned. We look forward to hearing your feedback on these posts as well.

  2. Thank you for this very interesting article.

    • Sarah Hill-Stapley says:

      A pleasure Dominique; Stay tuned for the second and third part of this 3-part series on live chat!

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