Good thoughts about what customers need and the variety of chat channels.
Live chat and customer anxiety By Niamh Reed in Customerthink
Customers come in all moods and mindsets. Some are confident, some are angry, some are calm, some are anxious. And when it comes to customer service, some contact channels are better suited to different moods than others.
Customer anxiety, in particular, is tricky to manage. Service practices that work for most customers may not create good experiences for anxious ones. One of the best channels for catering to customer anxiety is live chat software.
Here’s why. .... "
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