Topics:
- All the Benefits of Chat for your Business and How to Create Experiences that Convert
- Questions:
- Let’s start with this: In the context of eCommerce when we say chat, what do we mean and what is its value?
- How much is chat about establishing a relationship with your customers? Is the relationship more important/different in B2C vs B2B?
- What are a customer’s expectations for chat? Is there risk that if the experience isn’t a good one that you may lose a customer?
- Are there best practice SLA’s for chat (operating times, response times, pause times etc)?
- What about chat on mobile – should this be voice or text and what is the best platform for a retailer to use?
- Is conversational commerce all about chat, or does it have a broader context (product Q&A forums, support forums, voice based search / navigation etc)?
- Can and should chat experiences be more personal – when chatting with a real human, is video appropriate?
- Should retailers be more transparent regarding bot vs human with customers?
- Does covid-19, WFH and the gig economy make chat a more cost effective customer engagement platform for retailers vs email support, contact center etc?
- Is there a situation in which a merchant might not be a good fit for live chat?
- What are some of the pitfalls of a bad chat experience?
- There are a lot of Live Chat products and services out there. How should merchants decide which one to use?
- Are automated bot chats necessary? Give me an example of a good bot experience.
