proactive chat

Bridging the chat gap in customer experience

Published on: September 27, 2017

Author: Pauline Ashenden - Demand Generation Manager

Given its ability to deliver real-time, two way customer conversations, it is no surprise that chat has become a key channel for consumers looking to interact with brands. Yet, while chat’s time has come, there is a growing gap between the experience that brands provide and consumer expectations.

Turning service into sales with chat

Published on: October 28, 2016

Author: Angus Prentice - Senior Sales Manager

Good customer service leads to happier, more loyal customers who stay with you longer, spend more and are more likely to recommend your business to family and friends. However, it can be difficult to measure the exact impact of individual customer service interactions on these metrics, leading to the contact center being seen as a cost, rather than a department that boosts the bottom line.