Apr 30

Incorporating real-time chat in your customer service initiatives

Posted by Kristen Braun on Apr 30, 2015 12:38:57 PM

We all remember the early forms of chat: AIM Messenger and high maintenance chatbots or “virtual agents” that frustrated consumers 20 years ago. In a world where immediacy is almost necessary, and many customers are on the go, real-time chat has become a mainstream form of communication and more prevalent in customer service platforms, especially in the contact center world. Whether it be texting, instant message chats through email, Skype, and even Facebook messenger, this type of communication is often utilized daily by customers, and often from their smart phones. So what are the benefits of this “new chat” and why should you reevaluate this form of communication?

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Topics: multichannel contact center, chat, multichannel communications, real-time chat