Online Customer Service Chat - Tips From a Pro
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3. Use chat to help educate customers to help themselves. Rather than spending long chat sessions explaining to individual customers the company's return policy, for example, Rundle trained agents to push the appropriate Land's End Web page to the customer. In this way, agents save time and keystrokes, while training customers to use self-service strategies on the Web.
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- People:
- Angela Rundle
- Donna Loyle
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