by Leslie O'Flahavan | Jun 5, 2021 | Writing Matters Blog
Customer service chat is popular with companies and customers alike. It’s easy, it’s quick, and it works well on mobile devices. But easy and popular doesn’t always equal good. Read this chat with customer service agent “Jack” at Vizio....
by Leslie O'Flahavan | Feb 7, 2021 | Writing Matters Blog
Someone needs to tell Verizon: “Customer service chat is supposed to help the customer.” Read through the transcript of this truly painful chat, and you’ll hardly believe your eyes. The customer, Marianne, endures: One hour and 17 minutes of chat...
by Leslie O'Flahavan | Apr 6, 2020 | Customer Service Writing, Featured, Plain Language Writing Courses, Social Media Writing Courses, Writing Matters Blog
On a typical day, most customers will understand what you mean even if you use less-than-graceful words when you speak or write. For example, lots of customers dislike the phrase “No problem!” but they’ll look past it if you’re providing great service. They’ll give...
by Leslie O'Flahavan | Jan 31, 2020 | Customer Service Writing, Writing Matters Blog
The future is unknowable and people who gaze at crystal balls to predict it are probably crooks, not clairvoyants. In spite of that, I’m going to have a go at predicting a slice of the future based on my knowledge of the recent past. Over the last decade, as companies...
by Leslie O'Flahavan | Jan 13, 2017 | Writing Matters Blog
Customers really like live chat. Recent studies show customers are more satisfied with chat than email or phone (73 percent satisfaction for chat compared to 61 percent and 44 percent for email and phone). And more customers are choosing chat. For example, one chat...
by Leslie O'Flahavan | Oct 30, 2016 | Writing Matters Blog
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...
by Leslie O'Flahavan | Sep 20, 2015 | Writing Matters Blog
My September 24, 2015 webinar: How to Harness the Power of Chat in Your Contact Center. I’ll be co-presenting with Ross Haskell, Senior Director of Products, BoldChat. The webinar’s hosted by ICMI and moderated by Erica Strother Marois, Community...
by Leslie O'Flahavan | Jan 8, 2015 | Training
This on-demand online course–hosted by SOCAP–will equip you with essential skills to use live chat in your customer care and engagement operations. This comprehensive three-part training course on live chat and how to get measurable results is perfect for...
by Leslie O'Flahavan | Jan 21, 2014 | Writing Matters Blog
This summer, I was honored to be interviewed by Freya Purnell for SOCAP Australia’s Consumer Directions magazine. Download the full article, “Using Chat for Customer Service,” and you’ll read my advice about chat as well as that of Kirby Mears,...
by Leslie O'Flahavan | Jan 2, 2014 | Writing Matters Blog
Customers love using live chat for service. It’s immediate. The chat agent can look things up or take control of the customer’s browser. Chat allows for the back-and-forth of a phone call without the tedious IVR or hold time. But for companies, chat can be a...
