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Evolving Channel Conversations: Next Generation Chat (2013)

It should come as no surprise that online chat continues to grow in popularity as a customer service channel. It is estimated that nearly 2/3 of all online shoppers have engaged in a chat session while browsing online. And many contact centers are reporting that chat is their faster growing customer service channel, with forecast projections quickly outpacing phone and email.

Although online chat may be considered ubiquitous today, as a customer service channel it continues to evolve. New options are making the channel even more interactive and effective, for customers and agents alike. In this session we’ll look at where chat is going, what new features work best for which customers, and how it can be further deployed to increase revenue and differentiate your brand.

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The Evolving Channel Conversations: Turning Customer Self-Service into a Brand Differentiator (2013)

Customers have more options than ever to reach out to us! ICMI and Oracle acknowledge that it isn’t always easy keeping up with the demands of customer service from evolving channels, particularly in this 24x7 world. There is one channel though, that is available all day, every day, in every language. It’s Self Service. Customer Self-Service, done well, can differentiate your brand AND drive revenue. In this session we discuss how to transform your basic FAQs into a highly interactive and branded customer experience.

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