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According to recent Harris research, 53% of customers would prefer to use online chat before calling a company for support. Customers want to communicate with you via chat, but what's the best way to gauge success in the channel? How do you measure CSAT and FCR? And how do you demonstrate the ROI?
This week Justin Robbins led us in an #ICMIchat that was all about live chat metrics. Be sure to check out the full recap below for guidance on the best ways to track, measure and report on live chat success. You'll also find a few tips for improving the live chat experience for customers.
Join us again next week as we discuss what it takes to deliver award-winning customer service! The conversation kicks off every Tuesday at 1pm EST. Just use your favorite Twitter browser and follow our hasthtag (#ICMIchat) to participate.
Erica Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.
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