Trying to coach or train customer service agents to write high-quality live chat to customers? Show them what works and what doesn’t in these real chat transcripts from companies including Nordstrom, Comcast, Zappos, and Earthlink. I’ve included my comments on each transcript, so you’ll learn about the quality of the writing, the agent’s tone, and strategies that lead to first contact resolution.
Here’s how to use these chat transcripts:
- Learn how to greet customers, ask probing questions, integrate templates and free text, and manage delays
- Read them before launching live chat in your contact center to learn what works and what doesn’t
- Compare the quality of your contact center’s chat service to that of big-name companies
Download this whitepaper and see which companies connect with customers in chat, which ones don’t, and why. (18 pages, 528k PDF)