Hear from this foremost expert on the trends in customer service, call centers and the use of live chat. Learn why transferring phone agents over to live chat without training can actually hurt the experience for visitors. David: Welcome to the RapportBoost videocast series, where we talk to industry leaders within the customer service… The post RapportBoost Podcast – Featuring Mike Aoki appeared first on RapportBoost.AI.
Chat scripts are a handy tool, especially for chat agents who find themselves often responding to related customer inquiries. Saving pre-formulated responses allow live chat agents to shorten response times, cut down on repetitive typing, and prevent sneaky typos that arise in tandem with chat volume. Chat scripts, or canned responses, help companies ensure quality… The post Live Chat: To script or not to script appeared first on RapportBoost.AI.
Many of our clients describe a conundrum they face with their live chat team. While they want agents to represent the brand consistently and professionally, they recognize that these people must possess the latitude to show authenticity and go “off script” to build genuine connections. That means employing a “one-size-fits-all” approach for nearly any organization… The post In online chat, one size does not fit all appeared first on RapportBoost.AI.
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