Driving Customer Service Goals With Chat: Best Practices For A Successful Chat Implementation

Air Date: Tuesday, September 14, 2010

Cost: $250

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Presented By:

Who should attend: eBusiness & Channel Strategy professionals

Description:

Many online consumers want help from a live person when shopping online. In fact, 44% of online consumers say that having questions answered by a real person while in the middle of an online purchase is one of the most important features that a Web site can offer. A successful chat implementation can drive diverse business goals, including increasing average order values, reducing abandonment, shortening sales processes, increasing customer satisfaction, and reducing customer service costs. Reactive and proactive chat implementations can be a complex processes, requiring the alignment of multiple business areas. This teleconference is a must for eBusiness & Channel Strategy professionals who are considering implementing reactive and/or proactive chat or those who want to refine their current offering to increase its effectiveness.

Agenda:

• What are the key consumer attitudes and behaviors regarding customer service?
• Which customers are using chat? Why?
• How do you determine if chat is right for you?
• What are the best practices for a successful chat implementation?

Vendors mentioned: ATG, LivePerson, nGenera, TouchCommerce

Related Research:

Selecting Online Customer Service Channels To Satisfy Customers And Reduce Costs

by Diane Clarkson, June 25, 2010

Making Proactive Chat Work

by Diane Clarkson, June 4, 2010

Developing An Online Customer Service Strategy

by Diane Clarkson, February 12, 2010

Retailers Plan To Expand Online Customer Service Channels In 2010

by Diane Clarkson, March 18, 2010

Technical requirements:

An Internet connection and a one-time download of the WebEx™ Player are required.