Emerging Channels (Chat, Video Chat, Mobile Application) Best Practices for Improving CX
Author: Mike Desmarais, Founder & CEO, SQM Group
The chat contact channel has been in place for many years but did not initially achieve high customer acceptance. However, the chat contact channel has started to gain customer acceptance. Customer acceptance for using the chat contact channel is based on response time, ease of use, and whether it is helpful in answering customer inquiries and problems for both authenticated and non-authenticated contact type reasons. The main reasons why customers are more willing to use the chat contact channel now are:
Many organizations are adding a chat feature to their mobile self-service application. The chat feature on mobile devices provides an organization with the opportunity to support customers at the customer’s convenience, so that they can communicate with an organization anywhere. Given that most people have a smartphone, and many organizations are adding the chat feature to their mobile self-service application, the rise of chat usage is certain. The chat channel may currently have limited uses as it is typically used for only sales and general information.
More details can be found in SQM’s book:
The purpose of this book, One Contact Resolution 2nd Edition, is to help contact center managers use best practices for improving customer experience.