Chat is the primary method of customer support for most of my clients, as opposed to phone calls and emails. Here are my 35 best tips for mastering chat interactions, which I share with my clients.
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1. Use personal pronouns:Â Use "I," W...
How a chat agent impressed me, and how your agents can do the same with your customers
Last week I had an inspiring chat discussion with my new auto insurance company.
I loved that the chat agent was knowledgeable, courteous, and friendly. And that I hadn’t reached a useless chatbot telling me
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Breaking bad news is one of the most challenging aspects of customer service. It's always challenging to tell a customer that their product is out of stock, their order is delayed, or their service is canceled. However, as a contact center representative, it's your responsibility to deliver this new...
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