Whether you’re just launching chat in your contact center or you’re trying to help veteran chat agents do a better job, we have lots of resources for you.

Check out these resources for writing great chat to customers

Blog posts

• 10 Writing Skills Agents Need to Chat With Customers
• In live chat, don’t argue with customers who are trying to pay
• Are 6 exclamation points too many? Punctuation’s gone wild in live chat with Crate and Barrel
• Verizon customer service chat: How to kill your relationship with your customer
• “Doing the needful”? Does odd wording harm the quality of customer service chat?
• Tips for writing customer service chat

Whitepaper

• Write Better Chat to Customers: Download Chat Transcripts for Review.

Article

• “Using Chat for Customer Service” in SOCAP Australia’s Consumer Directions magazine, June 2013

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Quality Monitoring Form

• Download E-WRITE’s Chat Quality Monitoring Form

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Presentation