The rise of the internet has meant big changes for customer service. No longer reliant on talking with a call center agent to resolve a problem, check the
Best-in-Class organizations execute on a strategy that supports the multi-channel nature of customer requests. These leading organizations do not just open up their service infrastructures to accommodate new
Built on the results of an annual survey of Internet shoppers worldwide, the 2013 Live Chat Effectiveness report outlines Internet shopper communication and purchasing behavior and preferences. The
Based on research with more than three hundred companies, this report takes a close look at how live chat is used and measured in support settings, how organizations
Live chat has proven itself in the support world by providing fast return on investment through easily-achieved agent efficiencies. While there is still ground to cover in the
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