Say no to crap chat
You can’t just stick live chat on a website and expect magic to happen. Live chat has its own set of rules and best practices.
Knowing how to convey tone of voice, build relationships and correctly structure text based conversations are key challenges.
Live chat needs a dedicated strategy and a team of agents that know what they’re doing. Agents need to be able to sell without being pushy, identify the qualities of good/bad chats and efficiently convey large quantities of information.