Measuring the customer success of live chat: Tips, strategies and best practice

Online marketing offers many advantages over its traditional brethren from a metrics perspective. You can, for example, examine click-through-rates to a promotion, to a blog or to an article to your website, and with eCommerce you then analyse whether that online interaction has led to a number of sales. At the core of this marketing effort is also the ability to collate customer data, which can be used with the help of a customer relationships management (CRM) system...

By Graham Jarvis, 10 January 2019, 0 comments. Categories: Best Practice, Customer Experience, Video & Audio Marketing.

Five approaches for integrating promotions with live chat

Instant and text messaging has been around for a while now, and so people are used to sending messages to each other and to the organisations with whom they have a relationship.

An increasing number of people are therefore comfortable with communicating via live chat: a web service that enables customers to chat with sales representatives, technical support engineers or customer service agents via a...

By Graham Jarvis, 11 September 2018, 0 comments. Categories: Advertising, Customer Experience, E-Commerce.