Like it or not (and we know that some of you don’t), the use of online chat for customer support isn’t going away. It allows a CSR to work with multiple customers at once, copy/paste ready-made scripts, overcomes some of the language and accent barriers involved with internationally outsourced call centers, and can often easily be saved as a permanent record of the conversation. But if it’s going to be the future of customer service, online chat needs to get its head out of its rectum. [More]
