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Session 407: Live Chat: The Channel is Mature but Chat Quality Still Isn't Good Enough

Leslie O'Flahavan (Owner, E-WRITE)

Date: Thursday, April 11

Time: 10:15am - 11:15am

Pass Type: Conference and Expo Package, Executive Connections - Get your pass now!

Track: Customer Experience, Service Management

Format: Session

Vault Recording: TBD

Audience Level: All

Live chat isn't the shiny new customer support channel everyone's talking about anymore. It's been around for years, and we have solved some of its early problems. But overall, the quality of live chat still isn't good enough. Poorly written live chats drag on too long, analysts require customers to repeat information, and support teams squander the per-contact savings they were counting on when they implemented chat.

Writing chat may look easy, but writing it efficiently is a science. Well-written chats to customers involve combining open and closed questions, pushing links and images, and mirroring the customer's level of formality.

In this session, attendees will learn how to write high quality live chat that makes customers happier and support organizations more efficient. Review actual chat transcripts to discover writing practices that make chats go on longer than they should or fail to resolve the customer's issue. Learn why chat has failed to reach peak quality and what to do to improve chat quality in your organization right away.