Write Better Chat to Customers: Download Chat Transcripts from Customer Service Leaders

by | Oct 7, 2013 | Writing Matters Blog | 2 comments

ChatScreenAre you trying to coach or train customer service agents to write high-quality live chat to customers? Or are you just plain nosy and want to see whether your team is writing better chat than companies in the customer service big league? Download the Write Better Chat to Customers whitepaper and show them what works and what doesn’t.  You’ll read 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 the Write Better Chat to Customers whitepaper and see which companies connect with customers in chat, which ones don’t, and why.

Tags: Chat, Customer service


  1. a

  2. J’aimerai aider des collègues dans la mise en oeuvre d’un service de helpdesk en ligne

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