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Susan Rich
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Live Chat Best Practices
14 Replies
Started this discussion. Last reply by Susan Rich Mar 4.
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Jody:
Many thanks - terrific summary. Appreciate your help.
:) Thanks!
OK it's fixed. You can either use the link, no log-in required, or you can open the attached PDF file.
Sorry about that. Sometimes I hate content management systems. Here is the PDF:
Jody, is this available for all? he link you have requires login.
Thanks!
Hi Susan.
Here is the link:
Give Customers the Gift of Chat
David:
Many thanks - appreciate your content....and full disclosure!
Susan
Susan,
I have attached a short PDF that I created for some presentations on this subject. The contents include:
* Hiring
* Testing
* Training
* Monitoring
* Coaching
* Tone
Hope this gives you food for thought.
I will publish the link as soon as I have it.
Absolutely - will look forward to it! Will you post here? Many thanks
I just completed a white paper about Live Chat best practices. Once it is finalized, would you care for a copy?
Hi John:
Many thanks - the blog posts you reference below are very helpful. Appreciate your reply.
Hi Susan;
I somehow missed this post (?), but here is some info. We added chat to the benchmark in the last overhaul, but with our large B2B population, chat adoption has been slow compared to consumer markets. I haven't published any best practices…
Would appreciate feedback regarding Live Chat best practices. We're building basic training for our new Chat agents and would like to comply with industry standards of etiquette, do's & don'ts, and educate agents around the importance of call abando…
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