Tip 1: Provide Rules-Based Chats Designing a Winning Chat Program.

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 for contact centers

  • Triggered chats: When a customer visiting your website spends more than a certain amount of time, a chat button prompts them to ask customer service for help.
  • Self selected: An easily accessible chat option appears on every page of your website, giving your customer their choice to engage.
  • Configure the chat to make it available on different parts of the site or certain pages to control contact volume. The types of chats that result will be different depending on where on the site you put the chat button. Placement on product pages might generate more customer-service-oriented engagements, for instance, than those placed on the shopping cart page.

Tomorrow: See Tip 2.


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