Contact center chat

Crafting Authentic Customer Experiences: Uniting AI, Virtual Agents, and Live Agents

In the age of rapid digital transformation, businesses find themselves in a race to provide customers with seamless experiences that transcend the boundaries of traditional support methods. The upcoming webcast roundtable on “Seamless Customer Experience – Combining AI, Virtual Agents, and Live Agents” promises to delve into the exciting realm where AI, virtual agents, and human touch converge to create truly authentic customer interactions. Mark your calendars for September 12th at 1pm Eastern,

https://bit.ly/441c4WL as we embark on a journey to demystify the fusion of technology and human ingenuity. 

The Imperative of Seamless Customer Experience

In the ever-evolving landscape of consumer expectations, the significance of a seamless customer experience cannot be overstated. Today’s customers demand quick, personalized, and efficient interactions across multiple channels. This webcast roundtable recognizes that customer engagement is the bedrock of brand strategy, and to succeed, businesses must harmonize AI, digital tools, and human agents to create an integrated customer journey.

Navigating the Confluence of AI and Human Support

While the potential of AI and conversational bots is undeniable, the challenge lies in ensuring a harmonious coexistence between automated systems and human agents. The roundtable promises to shed light on this delicate balance, offering insights into how businesses can align their self-service and agent-assisted support for maximum efficiency and customer satisfaction.

Empowering Customer Support with AI and Virtual Assistants

Modern businesses are leveraging AI-powered chatbots and virtual assistants to deliver personalized and prompt customer support. The webcast will explore how these tools not only streamline routine inquiries but also enable businesses to capitalize on intent data. By understanding customer needs and preferences, companies can strategically automate common inquiries and optimize agent workflows to enhance overall team productivity.

Data-Driven Strategies for Exceptional Customer Service

Harnessing the power of historical and real-time customer engagement data is pivotal in constructing a modern customer service strategy. This roundtable aims to equip participants with the know-how to leverage this data goldmine effectively. By analyzing past interactions, businesses can identify automation opportunities, fine-tune self-service strategies, and enhance their overall approach to customer engagement.

Consistency Across Every Channel, Every Time

Customers no longer perceive brands through a single channel; they expect a consistent experience across every touchpoint. This roundtable will dive into the techniques for ensuring a uniform customer journey, regardless of the channel. From social media to email, the discussion will encompass strategies to create a unified brand presence that resonates authentically with customers.

The Pursuit of “Authentic Intelligence”

As AI becomes more prevalent in customer interactions, there’s a growing need to infuse authenticity into these exchanges. The webcast will explore how to transcend the “Artificial” in AI and deliver what customers truly desire—genuine, meaningful interactions. Additionally, it emphasizes the indispensable role of empowered human agents in creating exceptional customer experiences.In a world where technological advancements and human creativity intersect, the webcast on September 12th holds the promise of unraveling the complexities of modern customer engagement. By merging AI’s capabilities, virtual agents’ efficiency, and the empathy of human agents, businesses can etch their names in the annals of customer delight. Join us at 1pm Eastern for an illuminating discussion that will reshape your approach to customer experience. After all, in the pursuit of seamless interactions, innovation and authenticity are the guiding stars.  https://bit.ly/441c4WL

[2021 Data] 99 Customer Experience Stats & Trends Defining This Decade

The COVID-19 pandemic has shaken the world economy in a variety of ways. For one, it has significantly accelerated the process of digital transformation. The number of online customer interactions went through the roof.

This has forced lots of businesses to channel their resources towards delivering better online experiences. The customer-centric approach, backed with customer data and customer satisfaction metrics, is now the new paradigm.

However, only 17% of customers believe that brands listen to their feedback. Almost one in ten customers rate their recent customer experience as poor. And, not surprisingly, poor customer service is the primary reason behind customer churn.

Tidio surveyed 1,000+ consumers to explore customer experience trends that will define this decade.

Here’s some of what they found out:

  • Delivery time – 78% of online shoppers mention fast shipping as the most critical aspect of the online shopping experience.
  • Fast customer service – 44% of shoppers expect that the average response time from customer service should be below 5 minutes.
  • 55% of online shoppers aged 18-24 won’t buy from poorly performing websites (poor product photos and slow website loading times).
  • 46% of Gen Z buyers are willing to pay more for the same product if they can shop in their favorite online store.

A complete study with a list of 99 Customer Experience Statistics & Interesting CX Trends: 99 Customer Experience Statistics & Interesting CX Trends [2021].

Melding AI and Virtual Assistants with Humans: The Right Formula for a Superior Customer Experience

By now, just about all of us have encountered an automated system when reaching out to a contact center. According to research cited in a 2017 IBM Watson blog, by 2020, 85% of all customer interactions will be handled without a human agent. Sometimes, such systems work flawlessly: the bot or virtual assistant (VA) understands customers responses easily and the conversation progresses smoothly as they either get the information they expected or complete the process they hoped to finish. In some cases, customers may not even be sure they are interacting with an automated entity.

But while AI continues to provide increasingly beneficial results in the contact center environment and to grow in its capabilities to emulate human behavior, it is not yet the be-all, end-all technology that can resolve every issue. In some instances, the AI system simply can’t process the information that customers supply, leaving them ensnared in a loop of repetitive responses….and the resultant frustration can have immediate and serious consequences. NICE inContact’s 2018 CX Transformation Benchmark, revealed that only 33% of consumers found that chatbots and VAs consistently made it easier to get their issues resolved.

This is precisely why it’s critical to ensure that empathetic human intervention is readily available.

When the human touch is needed, it must be prompt, proactive, professional and above all, responsive to the customer’s needs. While many contact centers are increasing their reliance on AI solutions to reduce headcount and deliver rapid ROI on their technology expenditure, they are also learning that not having enough caring flesh-and-blood agents ready to complement their electronic counterparts can result in diminished loyalty and customer churn. Establishing the right balance between an effective, continuously updated AI program and humans who can seamlessly step in at just the right moment is a necessity in an environment where customer satisfaction has become the most significant business differentiator.

Having the capacity to train an AI system to determine the exact point in a conversation on any touch point where the customer needs to be handed off to a live agent is the most important factor in the process. Analytics plays a key role: data gathered within each individual interaction can provide a treasure trove of relevant information enabling managers to better understand what sets a customer on edge, what makes them feel more comfortable in a conversation that is not going well and what can ultimately drive them to take their business elsewhere. Having the right intelligence readily available also enables management to also pinpoint necessary adjustments in policy, procedure or verbiage.

Of course, as AI increases in intelligence through machine learning, it can also provide additional value-added suggestions such as which department is best equipped to assist customers based on analysis of their specific needs. Leading-edge AI solutions can pair such customers with an individual agent with the right skill set to guide them to successful resolution of their issue.

Companies investigating either implementing or upgrading an AI customer service solution need to develop a strategy that offers optimal potential to enhance customer relationships and improve the quality of interactions on all touch points. In addition, they must explore ways to strengthen collaboration between self-service entities and live agents.

On Thursday, October 3rd at 1:00 PM ET, CrmXchange will present a Best Practices Roundtable on Seamless Customer Experience: Combining AI VA with Live Agents, featuring experts from leading solution providers NICE inContact and Verint. Among the topics discussed will be:

  • Current AI adoption trends: how to get the most of early AI investments
  • How is AI impacting customer service today and what’s ahead in the future?
  • Where AI can add the greatest benefits
  • How to define and implement the right mix of automation and human touch—without damaging consumer trust and undermining relationships in the process of digitization.

This informative roundtable webcast is complimentary and those unable to attend it live can download it approximately 24 hours after it is completed. Register now

5 Strategies for an Enhanced Customer Experience

Customers don’t hesitate to talk about a negative experience with a brand ­– they tell their friends and, more importantly, post critiques online for the rest of your customers to see. Even one bad experience can spoil a customer to a company forever. Customer experience has to be a top priority for contact centers in order to promote satisfaction and loyalty.

  1. Treat all interactions with the same care.

There isn’t one type of feedback that’s more important than another ­– they’re all valuable and important. If you’re going to have various communication paths set up – Twitter, email surveys, live chat – you need to be available and responsive on all of them with the same amount of attention. Otherwise, consider if that channel is important enough to keep.

  1. Invest in cognitive computing.

Cognitive computing technology takes natural language processing a step further ­– it can tell how a person is feeling by analyzing the sentiment behind what they’re saying. The agent can then adjust their responses in order to improve the customer’s mood to either neutral or happy before the call is over.

  1. Allow all employees to make decisions.

Unless there’s a legitimate reason why an employee can’t resolve a situation on their own, give your agents the power to make key decisions. For example, if discounts or refunds are usually offered to customers who meet certain criteria, allow your agents to present the offer without having to transfer the customer to a supervisor.

  1. Offer excellent advice for the individual customer.

If you have advice to give, give it! The customer experience is largely based on building relationships. Customers will trust you if you give them valuable advice even when it’s not directly promoting one of your products or services. Creating a loyal customer can be more important than getting another sale right this second.

  1. Make self-service obvious and easy.

You can build a solid relationship with a customer without speaking with them one-on-one. Remember, the company overall is developing the relationship; the relationship isn’t between the agent and the customer, necessarily. Many customers want the option of self-service. Knowing they can accomplish a task on their own can boost the sentiment they have for your company.

When you put customers at the center of your business goals, you’ll be in a better position to deliver the quality experiences they demand.

What You Need to Know to Sell with Online Chat

Countless articles tout the benefits online chat brings to the sales process. The question for many organizations now centers on how to combine the customer service aspect of live chat with conversational selling.

Companies can get lost in the vast array of strategies and approaches for integrating online chat into the sales process. When implementing a chat initiative, keeping true to the basics is central to your success.

Here are the four steps you need to follow to sell with online chat.

  1. Pick the Right Metrics

Online chat that focuses on customer service often also opens the opportunity for software sales. However, without appropriate metrics in place, it’s difficult to know when success is being achieved.

KPIs for live chat sales conversations must include the following:

  • Engagement to lead
  • Lead to qualified lead
  • Pipeline amount (quantity and dollar amount)
  •  Sales (quantity and dollar amount)

Similarly, chat agents must strive to provide a great experience for everyone, be they customer or prospect. Therefore, customer service teams need to measure customer response during and after the conversion process.

Important online chat metrics regarding customer experience include:

  • Customer Satisfaction Scores (CSAT)
  • Customer Effort Score (CES)
  • Net Promoter Score (NPS)
  • Response time
  • Agent Availability measurements

Be aware that customer success metrics like Average Handle Time (AHT) might fall lower in the ranks of importance. Companies should not put much stock in the total length of chat discussions.

Customer service agents need to strive to make visitors happier when they leave than they were when they arrived. If customer success agents can do that in 30 seconds, great. However, if it takes eight hours, that’s fine too, as long as issues are solved, and the level of customer satisfaction opens the way to further transactions.

Train live chat agents not to dwell on non-business-related conversations but to spend all the time they need to solve the problem. That way, they will complete the chat session in a timely manner and to the visitors’ satisfaction.

  1. Extend Your Online Chat Agents’ Duties

Limiting live chat agents’ roles in directing visitors to the content they need can result in your business leaving money on the table. Customer success agents must seek out potential lead opportunities in addition to providing assistance.

Chat agents could offer to pass prospects to an inside sales person for more in-depth discussion. Alternatively, they could find a means to collect prospects’ contact information, for example by directing the customer to a video that requires registration.

 

Chat agents should be given the opportunity to train and partner the sales team to better understand the product and solutions they are supporting. Often, the first interaction a prospect will have with a company is with the customer support team, so it’s essential that they can effectively triage product related questions and recognize lead opportunities.

Empowering customer service agents with the metrics that focus more around empathy and customer satisfaction rather than chat length is the key to live chat lead generation. Again, it comes back to fostering directed dialogue rather than focusing on how quickly customer care agents complete an online chat session. From training to performance review to the behavior of leaders, organizations can nurture an environment that uses empathy and understanding to drive toward success.

  1. Demonstrate Commitment to Live Chat

Chat implementation can be relatively simple. Just a few lines of JavaScript and away you go. The key to success, though, is a commitment to the program and ongoing training, optimization, and monitoring.

The pitfalls to employing chat usually center on taking an uninspired approach to the medium where the code is thrown up but then not adequately staffed and aligned with appropriate goals.

For true success, implement personalized, interactive, data-driven training programs and provide updated education at regular intervals. Additionally, integrate the management structure into this initiative by having agents give themselves a quality score that they can share with coaches on a weekly basis. Self-evaluation can be a great way to create the opportunity for constructive critique and conversations about improvement.

  1. Don’t Rely on Chatbots To Be Your Brand Ambassador

Chatbots certainly have their place, especially when it comes to directing customers to content that can answer high-level, basic questions. At the same time, chatbots in no way replace the human touch once questions get a little deeper.

Converting visitors into loyal, high margin customers requires a host of conversational skills. A strong live chat agent needs to read between the lines, assess the bigger picture of the sales opportunity at hand, hold multiple parallel discussions at once, and respond to their conversation partner with timing, wit, and emotional intuition.

Moreover, people do business with people they know, like, and trust. The best way to get someone to connect with your customer support agents is for them to develop a relationship with one another.

When salespeople have rapport with clients, they create a mutual base from which to partner and support each other’s goals. Although IBM Watson has drafted ads for Toyota that helped them close some business, chatbots are often inadequate for complex sales applications. Unlike writing copy, customer care requires the dynamic art of two-way conversation.

Chat strategies that leverage artificial intelligence (AI) can serve customer service agents well, but only by augmenting human agents. Through deep learning, natural language processing, and multivariate analysis, organizations can analyze more variables and more extensive data sets than is humanly possible to help customer care agents perform better. Thus, the goal of these systems should focus on arming humans with information they can use to engage the customer more effectively.

Creating the Most Successful Online Chat Scenarios

The very best live chat agents aren’t the ones who are naturally gifted at charming the customer. They’re the ones who record metrics for constant improvement, possess superior situational awareness, and use AI to supplement their instincts and experience as needed. The combination of these traits will pave your way to successful customer care.

About the Authors:

Dean Shaw is the Global Chat Program Manager for SAS, Through innovative software and services, SAS empowers and inspires customers around the world to transform data into intelligence. Dean leads SAS’ Chat Program that focuses on enhancing the customer experience, drive leads, and generates robust Voice of Customer analytics.

Tony Medrano is CEO and Co-Founder of RapportBoost, the leader in applying artificial intelligence to optimize live chat conversations in order to drive dramatic and sustained improvements in conversion rate, order size, customer satisfaction, renewal rate, average handle time, first contact resolution rate, agent retention and happiness and other critical contact center metrics. He can be reached at tony (at) rapportboost.ai.

Customer Journey KPIs Every Contact Center Should Track

 

The customer journey can be a difficult thing to map and understand. With so many touchpoints along the journey, the map isn’t predictable and linear, yet it’s still necessary to monitor and analyze. These Key Performance Indicators (KPIs) will help you gain insight from the customer journey and move on to improve it.

Customer Effort Score (CES)

Even if a customer prefers self-service to live agent support, they don’t necessarily want to put a ton of effort into solving their own issue. Self-service shouldn’t be a difficult-to-implement alternative to normal customer support. Instead, it should meet the needs of the type of customer who seeks out self-service via quick, easy-to-find answers and the ability to make changes sans agent assistance.

Customer Satisfaction (CSAT)

Some of the most important customer journey touchpoints will occur when the customer interacts with a support agent. CSAT is the measure of the customer’s satisfaction before, during and after they contact customer service. If CSAT scores are dropping, it may be time to look closely at agent productivity, ticket management and self-service options.

Net Promoter Score (NPS)

The NPS will tell you if your customers are going to recommend your products and services to others. You have to go deeper here, though – why will your customers recommend your products and services, or what it is that’s keeping them from doing so?

Customer Churn / Retention Rate

Customer support teams for subscription-based products and services have to pay special attention to retention rate. If you see a lot of customers leaving around renewal time, it’s necessary to figure out why you lost them. What part of the customer journey is causing customers to change their mind? There’s a snag somewhere.

Customer Success

Customer Success isn’t a single KPI, but instead a customized KPI program based on your specific business, customers and goals. A Customer Success strategy may include Up- and Cross-Sell Rates; Average Revenue per Customer; or Rate of Adoption, which starts with defining beginner, intermediate and advanced customers or users. You may also want to include Retention Rate, NPS and CES in your customer success KPIs. Think of Customer Success as an overarching customer journey strategy based on what success means for you.

Customer journey KPIs may be difficult to track, but they come with a big benefit – often, improving one will have a positive impact on another.

How Bots Help You Learn What Customers Want

There are many reasons why businesses increasingly turn to artificial intelligence (AI) to augment and enhance their customer communications. That everyone else is doing it too isn’t a good enough reason for you to jump on board any ship, so we’ll just tell you why your contact center should be utilizing AI and cognitive technologies: AI can learn exactly what your customers want.

In a typical call, a customer is greeted by an IVR menu that offers that all-too-familiar range of options (e.g., “Press or say 1 for billing… Press or say 2 for support… Press or say 0 to speak to a representative….”). Although efficient for routing callers to appropriate agents and service departments, automated phone menus do little when it comes to learning the true purpose of a call.

In stark contrast, an AI-enabled contact center can ask the customer a direct question (e.g., “How can I help?”) and the customer can blurt out a specific answer (e.g., “My laptop broke.”). There’s no need to offer options and divine why customers called based on their choices or levels of abandonment.

With just the customer’s answer, the AI-driven contact center can zoom in on keywords, gain information about products or services, detect emotional weight and sentiments, perceive subjects of conversation, use natural language understanding, and so forth—all while recording the conversation and storing data.

The same goes for chats and SMS conversations. Chatbots can skip past all the pleasantries and get to the heart of any issue by simply asking, “What do you want?”

The data gathered from that one question is gold. The next time your customers contact you, let them feed you the very information that empowers your business.

Learn more about how AI assistance and bots can transform your contact center practices.

4 Trends that Improve the Customer Experience

When customer service teams want to differentiate themselves from the rest, they focus on improving and optimizing the customer experience. Companies are more than willing to go above and beyond for the sake of meeting and exceeding customer expectations. Here are four trends that will help distinguish your contact center.

Relying on Artificial Intelligence

Artificial intelligence (AI) is everywhere, from video games to the automobile industry. Customer service has been impacted by the increase in AI, too. This technology can be used to chat with customers about easy-to-solve issues, which frees up live agents for more difficult and complex matters. Automation with AI can reduce customer wait time, interact with customers and collect important data for the contact center to later analyze.

Implementing an Omnichannel Strategy

One major gripe that customers have is repeating themselves to various customer support agents in order to get an answer or have a problem solved. Channel integration isn’t the same as omnichannel service. Today’s companies can’t just respond to a customer, they have to know as much as possible about the customer and their problem beforehand in order to provide customized, relevant support. Customer service requires empathy and a human touch in order to connect meaningfully to the customer.

Analyzing Big Data

While much of the customer experience is about interaction and communication, big data still has a pertinent place in understanding customer behavior. Big data can actually help the contact center connect on a more personal level with customers. There’s so much information that can be tracked now, from customer behavior at every point of the journey to customer preferences regarding any number of attributes. Data helps customer support do things like figure out what a customer is going to want before they even ask for it and determine the best way to reach a customer on the channel of their choice.

Providing Real-Time Communication

Using things like AI, which can automate several processes, and ominchannel strategies, which can cut down on the length of time it takes to solve a problem, gives customer support agents the extra time to handle some queries personally. Real-time communication, specifically via mobile and social media, is in demand, especially by younger generations who are used to communicating in these ways. Being able to provide immediate support improves the customer experience and builds trust in customers.

Live Chat vs. Virtual Agents: A Story of Overcoming the Divide to Work Together in Perfect Harmony

By Chris Ezekiel, Founder & CEO, Creative Virtual

In the not too distant past it wasn’t uncommon to come across organisations struggling to decide between using live chat or a virtual agent on their website for customer support. The customer service marketplace took a very polarised view of these technologies with proponents of each making strong arguments for why their preferred solution was the best for cutting costs, boosting revenue and bettering the customer experience. Even today, some companies still view this as an either-or decision: either they give customers the option to get support online from human chat agents through live chat or they provide a virtual agent so that customers can self-serve online through automated chat.

However, this view is changing and the divide created by the live chat vs. virtual agent debate is disappearing into a discussion of how to bring these two technologies together to work in perfect harmony. Before going any further, let’s take a quick look at each of these solutions individually:

Live Chat – Live chat, also sometimes referred to as web chat, enables organisations to offer customers and prospective customers a one-on-one conversation with a live chat agent. Initially live chat was just used on websites, but now it is also utilised on other engagement channels such as messaging apps and SMS. In the past, supporters of this technology would often highlight the importance of the human touch provided by live chat as a key argument of its superiority over virtual agents.

Virtual Agents – Over the years these automated conversational systems have been given a variety of names, including virtual agent, chatbot, avatar, virtual customer assistant, bot, virtual assistant and chatterbot. In its infancy this technology was used by organisations as basic FAQ systems on websites, but today’s virtual agents are much more advanced and capable of engaging users in sophisticated natural language conversations across many contact channels. In the live chat vs. virtual agents argument, advocates of virtual agents would draw attention to the significantly lower cost per conversation, consistent responses, the ability to have unlimited concurrent conversations and the 24/7 availability of support.

A view within the marketplace of these two solutions being joined up certainly hasn’t happened overnight. Forward-thinking companies seeing the potential of bringing live chat and virtual agents together have set the stage for this change. For example, back in 2012 Creative Virtual was shortlisted for an Econsultancy Innovation Award in the category of ‘Innovation in Customer & User Experience’. Our entry showcased the integration of the virtual agent we provided for a leading telecommunications company in the UK with the live chat product offered by one of our partners. The integration provided a seamless handover from the virtual agent to a live chat agent within the same template. This handover was also signalled by the virtual agent avatar ‘walking off’ and a different avatar representing the live agent ‘walking on’. At the time, this was an extremely innovative approach to combining self-service with human-assisted service in a way that created an improved user experience. Around the same time another Creative Virtual customer, an online financial services company in the US, deployed a virtual agent in front of their existing live chat offering. Their goal was to reduce repetitive questions being handled by live agents which they easily achieved through an 80% reduction in live chat volumes.

These are just two early success stories that helped to draw attention to the potential benefits of bringing these technologies together. This narrative has also been greatly influenced by the evolution of customer expectations. While customers were once ok with simply having the options to communicate with organisations via multiple channels, now they still want those engagement channel options but with a seamless, omnichannel experience.

Widespread adoption of technology, such as smartphones, along with generational changes are having a big impact on how customers want to engage with brands. The future of the contact centre lies in a combination of virtual and real support. Organisations still viewing live chat and virtual agents as an either-or decision and as stand-alone tools instead of as complementary solutions are going to struggle to provide quality digital support experiences for their customers.

In order for live chat and virtual agents to work together in harmony, they need to be powered by a single knowledgebase and backed by a central knowledge management and workflow platform. This gives organisations the ability to keep information up-to-date and consistent across all self-service and human-assisted support channels which builds confidence with customers. Implementing a feedback loop that’s linked with the centralised knowledgebase and workflow enables live agents to provide real-time feedback on content that can easily be reviewed and used to action updates. Live chat agents become knowledge experts sharing the responsibility of keeping self-service channels up-to-date.

There is no doubt in my mind that the future of customer engagement is a blend of artificial intelligence (AI) and human thought. The combination of virtual agents and live chat powered by a single knowledgebase is defining current best practices and, with continuous innovation, will influence the future of customer engagement for organisations around the world.

Curious about how live chat and virtual agents can work together in perfect harmony for your organisation? Register to join me for CRMXchange’s upcoming Tech Tank – Customer Delight: Live Demonstrations of Breakthrough Innovations.

How to Improve Your Website’s Live Chat

In order to provide your customers with the level of service they deserve, it’s necessary to know what they expect from live chat. Every customer wants to have a personalized chat session with an agent who’s capable of solving their problem as thoroughly and quickly as possible. According to Zendesk, “Customers who chat are three times more likely to make a purchase than customers who don’t.” Here’s what you should know about offering a live chat option on your website.

1. Be Proactive and Anticipate Customer Needs

Proactive customer service means that the agent can anticipate a problem in advance and reach out to the customer at the exact moment – or even before – they need help. To do this, you need to understand when customers frequently need help. Often, customers could use some guidance before the purchase when they’re deciding whether or not to move forward. If you’ve noticed that a customer is clicking certain products on your website and adding them to their cart, you can have a live chat window pop up that asks if they need help.

2. Offer Omnichannel Support on Multiple Chat Apps

While live chat will most likely live on your website, there are all sorts of additional live chat apps available, like Facebook Messenger, WhatsApp and WeChat. If your customers are using any of those apps frequently, you’ll want to offer live chat support there as well as on your website. Make sure that customers can switch from one messaging app to the other without having to restart their query.

3. Be Smart About Widget Placement

The live chat widget should be easy for customers to find. If customers have to hunt around for it, they may opt to call to speak with a live agent instead. Note that placement is influenced by the purpose of the chat window. If the goal is to increase conversions, chat should be on every page of the website. If it’s to cater to customers who have an escalated problem, it can go directly on the support page. If it’s to help customers better understand technical products, it can go on the product page.

Live chat is an excellent way to connect with customers while increasing brand awareness and company reputation. Contact centers that manage a high number of calls can also offset some of that communication, which lowers cost.