The Do's and Don'ts of Web Chat: Four Best Practices for Customer Service and Sales

Web chat offers organizations the opportunity to engage with both potential and existing customers, that may otherwise not contact you over the phone. Offering customers help via proactive live web chat can significantly increase conversion rates and improve the customer experience and perception of your brand. Contact center agents can engage with customers by sending chat invitations, based on a predetermined set of triggers (i.e. pausing on a form or checkout page), escalating customers to one-to-one dialogue, exactly when they need assistance.

Web chat is growing quickly as a favored communication channel for customer service and sales. But if it isn’t implemented correctly, failure is just about guaranteed.

This white paper focuses on:

  • Four best practices for successful web chat initiatives
  • Required agent skill set and best practices for deployment
  • Integrated knowledge management strategies
  • Answers to FAQs from former Gartner Research Director, Johan Jacobs

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