Leveling up the Customer Experience with Chat
Aug 10, 2020 1:13 PM
Since the business world has suddenly shifted to a remote setting, chat volume has soared. Sales teams have pivoted to chat to grow their pipelines, while customer service teams are leveraging this medium to manage the increased demand for support.
Chat volume has steadily risen week-over-week since the beginning of the pandemic, peaking the week of July 27 with a 64% increase over pre-COVID averages . Bottom line - if you’re not using chat to serve your customers yet, you should be considering it. And if you are using it, you should be making sure it’s providing the person on the other end with a great experience.
This week, we’ll explore why chat has been poised for such a meteoric rise, and what you should consider when building out your own chat strategy.
For more information on this week’s topic and to find resources to help you face these challenges, check out our main series page.
This is the home base for asking questions, sharing feedback, and starting discussions. Join the conversation!