In Search of Web Chat "Standards"

Answers

• Greg Levin Posted at 12:00AM on May 17, 2010

  Hi Brenda. Glad to see that you are aware that there are no industry-wide, universal standards for chat contacts per se. That being said, I also understand that senior management in your organization wants to have a better understanding of the best practices regarding chat management and what other organizations are doing. While I don't have specific metrics your center should shoot for in handling chat, I can recommend a couple of articles I've recently written for ICMI that reveal several best practices in chat management, including one case study of a specific company that has had a lot of success with chat. Here are links to those two articles: 1) Well-Managed Chat Can Elevate the Online Customer Experience -- and the Bottom Line: http://bit.ly/icmichatpractices 2) Call Center Spotlight on RDI Marketing Services: http://bit.ly/RDIchat I hope these resources are helpful to you! Best Greg Levin Community Services Manager ICMI