Shouldn't Reaching a Live Person be Effortless?

Make Chat a Starting Point, Not a Dead End

Are you creating customer service friction points that drive up abandonment rates? It’s great to offer multiple channel options for service, but how’s the customer experience once they start the engagement?

Most online customer service engagements start with chat as the typical entry point to connect with a live representative. But when a rep lacks the context or ability to answer questions or resolve issues, what happens? Most businesses simply offer an 800-number for the customer to call. This breaks the digital connection, wastes time, and frustrates customers, who then have to wait in queue, and start all over—or take their business elsewhere.

By seamlessly transitioning customers from chat to OnScreen voice or even video, you can remove a major friction point and keep your customers engaged in a single digital journey. Chat becomes a starting point—even a launching pad, as opposed to a dead end.

Learn how Digital Customer Service (DCS) can help you create an effortless customer experience that starts—but doesn’t end—with live chat. Complete the form above to request your copy of the white paper, Chat Alone Isn’t Enough.