Wednesday, 25 April 2018

How proactive chat can help telcos convert online sales

By Matthew Vallance, Firstsource
Wednesday 16 June 10

'Proactive chat... can increase Website sales potential and lower customer service cost.'

Though it took a long time to arrive, online chat has now become firmly established as a mainstream way for customers to talk to their telcos in the U.K., whether to check their account balance, find out roaming charges or fix a technical problem. BT offers chat for business customers, while T-Mobile and 3 customers are able to use chat for technical, sales, billing and coverage advice. In the U.S., where customer service chat was introduced before it came to the U.K., it is becoming one of the most popular routes for customer support. Cableco and ISP Comcast says that these instant message communications have surpassed emails in popularity…

Though it took a long time to arrive, online chat has now become firmly established as a mainstream way for customers to talk to their telcos in the U.K., whether to check their account balance, find out roaming charges or fix a technical problem. BT offers chat for business customers, while T-Mobile and 3 customers are able to use chat for technical, sales, billing and coverage advice. In the U.S., where customer service chat was introduced before it came to the U.K., it is becoming one of the most popular routes for customer support. Cableco and ISP Comcast says that these instant message communications have surpassed emails in popularity…

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