5 Tips for Designing a Winning Chat Program. Tip 1: Rules-based Chats

The customer has spoken – and they want to access brands by chat. According to Inc. magazine, 42 percent prefer live chat because they don’t have to wait on hold. Chat core competencies include the ability to provide responses that are accurate, timely, grammatically correct and demonstrate that the Brand Specialist understands the customer’s problems. The cost is worth it, considering that ICMI reported chat’s annual growth among access channels was 12.5 percent in 2015 alone – second only to mobile growth. Consider Tip 1 of 5 on best practices for a winning chat program design – consider rules-based chats.

Tip 1. Consider offering rules-based chats.

Tomorrow: See Tip 2.


Categories: Best PracticesChat SupportGlobal Response Blog