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Tweet atrobchi eppa Hi 6ter ~ne! B2B soci al #naslti cse&fvr Tel ecom Co. IVanaged Technical #cct r incl uding chat t earns pr e v l : a act ion jay Hope e ve r jo n sscus t serhas a good t irre tonight. Tirre 2! rre ani t 's sup per and fa rn I Y t i rre her e. a IB ffr e WI{ n grra n CEO @lh a I k boa r d ~ }I e n t u r e r wi rra n y n i c k n a rre s , 20 '! m of hospi t al it Y itreosttsev.v atrust Serv(]eetCJJod eveni@@legOt bac@\ndrea~rrena@ancl a\t on @apidbu@Aircio Sait@i>ankEI iasC@obchieppticust serv alBffrewl{ngrran @,ct ion j laswi t ched t irre zin e s for tonight: East COe #cust se r v amapi d bu,! He y gu 'f3! B 2 B d a i I Y d e a Iss e r v i n 9 u P go 0 d s & s e r vic e s SI\tBs . M sse d the c hat the I a s t fe w vvk s #cgs:i as e rtv 0 b aMlr shaCol i erHi #cust se!nCo-found~fttr e'}(.l{ngrran and aut hor of the Uti rra t e 01 lin e Cu s t 0 rre r Se r vic e (]j ide atmegOt bach Thanks~ust Serv(]eet<SlOd even~gOt bach @\ndrea~rrena@ancl a\t @llpidbu@Al.rcio Sait 0 @i" an kEI i asC@obchi eppticust ser v a Ii1. son Pr 0 rm t e sI U3. m her e. He I I 0 e#m¥ I'"Se r v a IB ffr e WI{ n grra n @,c t ion j la 9 kin 9 fo r wa. r d tot h e day ate I e po r tat i0 a v a i I a b leo n ny An d#atisi . s e )II atrust Ser v(] eetWrhave a ser i es of quest ions for ~u t hi s eveni ng su chat t ,pust ser v a Ii1. son Pr 0 rm t e sRI @/I3.rs h a Co I I i l::!Iir#cust se!nCo - fo un d ~ fttr e'}(.l{ n grra n and aut h 0 r 0 f the Uti rra t e 01 lin e Cu s t #0 us t siHrw i c I a ra s o n Pr ormt esRI @lust Ser v(] eet Wr Dave a ser i es of quest ion s for ~l evening surrounding t he#<Cllns:lI:tserOlpic a tm e gO t b a c h @l son Pr 0 rm t e sltkbVIdy J3. son, B I a k e , Ff a n k , Fb 1, ..e ffr e 1, #cust se r v aMlr shaCol I i erTon i ght 's t opi c: "Effect i ven ess of on lin e chat as a t cust orrer ser vi ce #a;u;s1es~r v atrust Ser v(] eetCJJod even i@9:?aca@B1 akelan d@obchi epp@ct ion ay @lson Pr ormt e#Clust ser v atm egO t bach @/I3.rshaCol I il'ece t 0 see ~u IVar sha - what's t he t r a #cust se r v a IB ffr e WI{ n grra n Ap 0 I 0 gi e s fo r e >4: end e dab sen c e . Ha d lot s go i n 9 0 n . @/13. r s h a Co I I iem @b)At kin s 0 131. n dot her s fo r co v era ge . #cust se r v a ra s o n Pr o rro t e~egOt bacH-bVldy(]eg. AI wa.'f3 great too see ~ buddy #cust se r v

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ffr e wI{ n grrn n I wo u I d pay a LOr fo r t #mis t C!pp"!v e sRI @Ill r s h a Co I I i eO" nigh t s top i c: "EIfe ct i ve n e s s 0 f 0 n I i I too I fo r res 0 I v i n 9 c u s t 0 rre r fMusJ: i s e r ivs sue s " (])od 6ten i n@Just Ser v(] ee@egO t bach atrobchieppa @\ndreal\krrena@ancl a\t @llpidbu'@AI.rcio Sait 0 @i" an kEI i asc#lcust ser v amankEI i ason EIfec t i ve n e s s 0 f 0 n lin e c hat d e pen d son the co rrp any. send Cust orrer s toot her channel s that the Cust 0 #Cust ser v a ¢N1 rea I\k rre n a @ u s t s e r v gr e eH ,e rFbf.c u 5 t 5 e r v d atrust Ser v(] eet@,4lr shaCol I if«>rst wi t h t he rrost - woul d }OU like t0 qu est i o:jm.iSt se r v a Ii1. son Pr 0 rro t e ~u s t Se r v (] e e t ~<D d eve n i n g. Th a n k s fo r the we I co rre . #cust se r v a rrazl t sm RT@ancl a\t oout side-in thinker, bel ieve this econo cust orrer s rror e "pr onitmus:tus~tluust serv a OlH t but h rra n 1.0 v eon lin e Ch at. . . I fe e I I ike the rei s s 0 rre 0 n e co III ot her E#caIJst ser v adlswi e se I j us t ~ijr e\<,Kn grrnn +K abo ut cust 0 rre r se@.\ki(!!;et 0 n ht t p:llt .co/#.tfllrsrb1:Serv a IB ffr e WI{ n grrn n He y @Au s h a Co I lie e t Q1#aai"t se r v a tj ace Si mrs @4l r s h a Co I I iIelr 0 v e , I 0 v eon lin e c hat! Th at' son e 0 love Ie#d:ust ser v aIDvel '#J (])od t opi c!@IIIJi" shaCol I i eO"ni ght s t opi c: "EIfect i ven ess onl i ne chat as a tool for r esol vi ng CugtcosElSe~HYr vi a tj egO t b a c h N c e t 0 see @:ntjc hie p p ~u s t Se r v (] e e ~ egO t b a c h @\ndreal\krrena@ancl a\t @llpidbu'@AI.rcio Sait 0 @i" an kEI i aso#Cust ser v a tru s t Se r v (] e e t @:rffr e WI{ n grrn n W rn sse d }O u - we I co rre#<h.m:tkse r v aID ve I '#J ~ust Se r v(] ee@llur s haCo I I iEee n i n g#cl.Jst se r v a ira n c I a')t 0 n @4l r s h a Co I I iIema v e co inc ide n t a I I Y s pen t the we eke n ( c hat s e r vic e s fo r ny #.e es t ts e E v a IB ffr e WI{ n grrn n @ s wi e seTh a n k s Se an! Se e }O u n e >4: we e k b a c k h 0 rre i n #cust se r v a OlH t but h rra n IDt t 0 @Ilus t Se r v (] e e t@:rffr e \<,Kn grrn n W rn sse d }O u we I co rre bal/lltust se r v a ffil a r r \8 irk e t t @r ego r t b a cH1, (] e g. f-b Pe }O u are d c#iatJ§ tVlSe t v atrerksonO Sit t ing WlCustlse.r"tJEIfect iveness of onl ine chat as a 1 resol ving cust orrer service issues" a tj egO t b a c h @;? vel \ill N c e t 0 see }O itlc lis t- 5 e r v a ta u r e n He r s c heRr @i" a n k EI i a s 0 rliEfe t i v e n e s s 0 f 0 n lin e c hat c d e pen d s c co rrp any. To 0 rra n y sen d Cu s t 0 rre r s too the r c han n e I s Cu s t 0 rre r doe s n 0 t#Cp s e fse r v a¢N1dreal\krrena3-le11 0, good pe@pDlbehiepp~ust Serv(]eet er ~ egO t bacl@an cl a\!: @llpi d bu@/llr ci 0 Sai t 0 @i" an kEI i asc#lcust ser v atjegOt bach @Barr\8irkH: 1Barrynice t C#a:u:sEl ~LJ.v a ra s o n Pr o rro t e~arr')8irk~ltl 0, Btrous~ serv am i dget I hk Hi #cust se.rv aMlrshaCol1 ierlDn't forget, t#xn.i~seIDhat wil be archived and po ~

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rre r Ie vic e col hit etc p :i/ d 1$ cr. b i / j ...q El-ls a man k EI i a son I per son a I I Y pre fe r email v e r s esc h at fo r non - e sse n 1 second if t he corrpany does it wei I , #otlS1e$eIi~e phone atovel \til ~ egO t bacl1-ley a eg#cust ser v afsar bar alDke @lsonPr ormt esWat ~ust serfvr? M ssed seei ng ~u t od #1 at t ecl ub long Wekend? a IB ffr e WI{ n gma n @ u r t but h n& i r rn she s wo n ina pro t r act e d wa. r, ny fr ~ u ge t #idu 5 t 5 e r v a our t but hman 011 in e Cust orrer Suppor t Vi a Chat is like Phon e, wi t Te n s i 0 r#.cust se r v a Ml r s h a Co I lie rQ1: 10 ~ u use c hat fo r ~ u ron lin e c u s t 0 rre r con t act #cust se r v ati egO t bach The" best" chan n el is t he cust orrer' s#p[Jsfesere'll cha affilarr\8irket tSounds so formal for TVI@etr~lSbrRr:.#.cust se.rv " Effec t i ve n e s s 0 f 0 n lin e c hat a sat 0 0 I fo r res 0 I v i n issues" a Ii1. son Pr 0 rm t e sRI @ u r t but h rn:Cml:1 n e Cu s t 0 rre r Su p p 0 r t Vi a Ch a tis i I wi t hout t he TEtirG:asdHs.etluust ser v atrust Ser va e e t Ose e t i n@j>vel ')!.u @ur t but hr@tEwi es~ aceSi mrs #cust se r v a IB ffr e WI{ n gma n RT @/13. r s h a Co I I i ®t:: 10 ~ u use c hat fo r ~ u ron lin e c u s cont act ?If n o t scustys e r v a Ii1. son Pr 0 rm t e sL\gr e e . ~ e gO t b a c hTh e "b est " c han n eli s the c ust 0 I pr efer r ed cha#mlst ser v a Ii1. son Pr 0 rm t e sRI @/13. r s h a Co I I i ®t:: 10 ~ u use c hat fo r ~ u ron lin e c u s cont act ?If n o t scustys e r v a fib 'At kin son F€ rn n de r: To n i tlbtlsts se rtvo pic " Effect i ve n e s s 0 f 0 n I i I a sat 0 0 I fo r res 0 I v i n g c u s t 0 rre r s e r vic e iss u e s " a OlH t but h ma n U1 - h u ! wa. Y togo So I@:xftr \ll1Rlf gma n : @ur t but h ma n Sk i r rn she s wo n ina pro t r act e d wa. r, ny fr i end. I kn0 #cust se r v atiegOt bach @/I3.rshaCol1 iMr. QH t agl ine is "W s i rrpl ifyt he web fOI sop h 0 n e iss til I k i n~ u s t (SterrW i z atovel ')!.u I use onl i ne chat ... just had a maj or pr o rro t ion sc #cust se r v affilarr\Birket t@asonprormt am.ning, J3.s#xrulst serv atrobchi eppa 011 i ne chat is a ski I I . ~u can't just take a phon #cust se r vt takes t irre and#<d:esiti<Setrwon. aMlrcio Sait 0 A1: 011 ine chat st ill a s#mjslt ~\t1ticmma(!!;t ion prima because cust orrer s not t her e ~t . ara t htlerrmannRT@tankEIiasorA\t#cust se rona t right now: "Effect i v e n e s onl i ne chat as a tool for r esol vi ng CugtcosElSe~HYr vi a ra s o n Pr ormt esRI @obchi eppaOlI i ne chat is a ski I I . ~u cant just agent and e>pe#Cu~t8;ervt takes t irre and dedicat ic #cust se r v a¢N1drea~rrena£hat is rro r e efficient t han email. McluSl1Dserll1ersonc atiegOt bach RT@obchieppaOlI ine chat is a skill. ~u cant just agent and e>pe#Cu~t8;ervt takes t irre and dedicat ic #cust se r v a tru s t Se r v a e e t re t I @ rid ge t 1@BkJ e n He r s c h@ a r r \8 irk e t twe I co rre ! r

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#cust se r v a our t but hrran #cust serrAre t he Cost s simi ar to Tel ephone F€ps, 0 effi ci en t ? atovel \til RT @obchi eppaOlI i ne chat is a ski I I . ~u cant just agent and e>pe#Cu~t8;ervt takes t irre and dedicat ic #cust se r v airancl a')t on 01: ~s, t hen no because I ack of rrobil e device app try n 9 too ffe r s 0 rre t h i n 9 toe n sNxn.ES ae ~guns:ti s e s v tr aMlr shaCol i er@obchi eppc6cel I ent poi nt ! It i s ttcUSEtV'6e~;,1 I set a Ml r s h a Co lie r@.t h tle r r rra n rN c e t 0 s e e#qo s t 5 e r v aMlr shaCol i er@\ndr e a Mirre n a s-o w do ~u fi nd #tu5il:o§erv a IB ffr e WI{ n grra n @4l r s h a Co I I @<Db chi e p p clDffer e n t ski I I set han 0 the r t 0 C#.cust se r v atrerksonO A1: Anyrrediumwhere ~u can't consist ent I ydel iver #cust se r v a Kt t h tle r r rra n n He I I 0 eve r ~ n e . (] ad t 0 b e #m.Js~ 5 eo rvi gh t ! a ra s o n Pr orrot esFU @er ksonOA1: Any rredi um wher e ~u cant consi st ent is in e ffe ctscuet ser v atrobchi eppa A1: Yes. ts e it as an addi t i onal channel for our cu Busy cust orrer s t 0 rltdust tsejlrust ser v a to vel '#J Fe ron lin e c hat ~ u nee d t 0 be k n 0 wi edge a b Ie, fa s t wi t hout t he hel p of t he t or#eusf JOOJTvvoi ce! aMlr shaCol i erl\bt sur e - hel p h@ruEl!11BUt hrrseust serAr e t he Cost s s i rn I art 0 Te I e ph 0 n e F€ p s, 0 r i son error e e ffi c i e n t afn a n k B iason @urt but hrmhat is usual I yrnuclil~lID5&ta~eroorreda}S h a I f 0 f a ca I I ara t h'>tler r rran n @4lr shaCol I iGad t 0 j oi n i n#d:uls~ mat a Ii1. son Pr 0 rro t e ~ t h'>tler r rra n rW I co rre , k a 1#cl1-s 5 e r v t atrobchi eppa @4lr shaCol I @<Dbchi eppa'cust ser v a ira n c I a')t 0 n 01: Ch a tat s pee d a c r 0 s s rnuI tip I e con v e r sat ion s r set up 0 f k n 0 wi edge art i c I e san d dec i !#ICe5 t csat v e rro t #cust se r v a our t but hrran True, but not ent irel ynew to new (lads and those @obchieppc6cell ent point! It is ttcUSEtV'6e~;,11 set aMlrshaCol1 ier@erksonG"hat brings t he quest ion of consist ency, id #cust se r v ara t h'>tlerrrrann@lsonProrrot esfijJ. looking forward to chat t ing w ~u #cust se r v af1T15p RT@4lrshaColl ilBlI1:'t forget, t#c[]sgrse'rooat wil be arc h i v e dan d po s t @S:ri irb ~u s t 0 rre r Ie vic e col I e c t ion http://scr.bi/j ...qEHs aHb'fJ: kinson F€: A1 @erkson($o, how do ~u rrake it consist ent an Wat need s t 0 be rre~W1IS~cS'er v aMlrshaCol1 ier@j"ankEI l a s on ce to see ~u ol#ctustisedv atiaceSimrs @4lrshaColl iWtrh tech support, onl ine chat is v e r y . #cust se r v a ra s o n Pr o rro t esFU~aceSimrs:@4lrshaColl iWtrh tech support, onl ine v e rye ffe c t i#alJs t 5 e r v airancl a')t on 01: AI so found robot responders easyt 0 det ect, un let t i ng cust orrer s errot i onal g#ollst CBtettlucstbsertvl e

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~ e gO t b a c hThe "p r e fe red c han n eli s the fa s t est , e c put s 0 a r inc a use h e k n 0 ws n 0 ugh t ttclusdJ t 5 e roo a tan d a~5p RT @/13. r s h a Co I I i lD t: sur e - he I p I@IIl ret? tHft h rra n : #cust serAr e t he Cost s si ni I ar t 0 Tel ephone F€ps, 0 effi ci en t ? ara t iescribe ~ffre)lll{ngrrnn perfect pr e veaeuat is'e9'vf onl yt he airl i co u I die a r n fr 0 m }Ou . atre r ksonO @b)At ki nsorht 's about e xie ct at ions. If}Ou don't set e xie ct at ion is now#cmrblsieTat atovel '#J !\Or a new ski I I set - been ar ound si nce AO-da}S when s e r vic e wa. son lin @Ld?I" t ib.ui! h n@robchi e p p C#cU5 t 5 e r v alffi.rron ISleon #cust se rona t what a awesorre t irre to be onl ine affilarr\Birket t@-arshacoIIIErlron't I ike a focus on consist encyas m doi ng what is right for ecN:cDs:tise.rall: ion. atrobchieppa ,AQreed@lsonProrrot esBT~aceSimrs:@/I3.rshaColl ier \Nt h tech support, onl ine chat #GUSEIS,efiect ive. ara t htlerrrrnnnRT@ndrea~rrenasChat is rrore efficient than e rra i l per son a I . > An d rro ret i rre I y. An d 0 ffe r sop P fo r c u s t #cust se r v aMlrshaCol1 ier@bacalThat 's t he be sscusa rae rodh e a r I n q fromot her's e xie r i ences airancl a')t on 01: I am favor i ng use of cal I back r e~oBst seli"tvh chat #cust se r v am i dget I hk RT @bvel '#J: FOr onl i ne chat }Ou need to be knowl edg and fr i end I y - a I I wi tho u t the he I p 0 f #.c 1:1 s t ts e n 'l 0 f a be r k son 0 @/13. r s h a Co I I ii'tt>rre t han i rnrred i a c 1, p pie >p e c t con sis t E an SlA .. and s t i cjlcusb sietr Y a ffill a k elan d a u Ch a tis e ffe c t i v e wh e nth e a ge nth a sac c e sst 0 a sa bas e#cust se r v a fib)At kin son @a n c I a ')t ~r e e - d i ffe r e n t set 0 f ski I I s (p e r hap s ) fr #cust se r v aMlr shaCol I i er@er kson(3)lA? kr o n yn pol Wcelst serv a d1. son Pr 0 rro t e sRI @BI a k elan d a ~h a tis e ffe c t i v e wh e n h e age nth as sol i d k n 0 wi e d ge#d:l.mt es e r v a rna p i d buy" RT @BI a k elan d a ~h a tis e ffe c t i v e wh e n h e age nth as sol i d k n 0 wi e d ge#d:l.mt es e r v amankHiason @b\At kinso@erksonOlike call s best rreasurerrent is con t act & Cu s t 0 rre r Sa tis fa c t ion (I pre fe r t his don E #cust se r v a OlH t but h rra n A wo r k fo r ceo f Ch a t cs co u I d the 0 ret i c a I I Y be a n ~ @i"ankH i a s oena t is usual I y m.Jclil~lID5&ta~eroorreda}S h a I f 0 f a ca I I a mffr e)lll{ngrrnn @BI akelandaThose knowl edge bases need i nt er nal SEC CSA:; , e ffe c t i v e SED ( sea r c hen gi n e 0 _da.isti r i~ n ) a ra s o n Pr orrot e~at h'/ler r rrarsarrs her e ~t#o~st ser v a Kt t e N3. sse r SlA Se r vic e le vel ,AQre QJ:m:J S t 5 e r v aMlrshaCol1 ierand st eep product t rai@Bn~~~nFim"a~hat is effect iVE when t he agent has access t 0 a sol i C#ckJsb\Sleerdtge bas a¢N1drea~rrena@tlrshacoll Ce a t is real t irre. Wen t r y n q to sol ve or answer a Q t i rre is of t he essence. !irmist SleQ!CYte:

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ha r~ = Se r vic e le vel ~r e e rre n@/l3.tis 1iiIDC0 I I i@>ler k son 0 SlA? kr 0 n yn po I i #tGaJst se r v a to v e l yu Wat is the sarre between phone &chat is the e xie ct per son he I pin 9 'yO u i s k n 0 Vl#a:u:S~esd!>t ! 'E a ira n c I a')t 0 n RT @b)At kin son : IDfferae t 0 f ski I I s (p e r hap s) fr 0 m ph 0 I andservice rrodel - st ye of suppo#dust se rsv pe r s o n a l #cust se r v aMHcio Sait 0 Ole can chat I ike e-rrnil. But rrove to real-t irre g( errpower agent s for on-spot #ccu:s:tose.rrtvi on. aMlr shaCol I i er@\ndr e a Mi rre n a ae o d po lscust serv atrobchieppa SlA is veryirrport ant. I\bt onl yin int ial response I res po n @e r k son (@/13. r s h a Co I I #em s t s e r v a be r k son 0 Ha.! Se r vic e le vel ~r e e rre n t . Wa t c u s t s can e >p e ct. . @,ilrshaCol I i@>ler kson(3)lA? kr o n yn pol Wcelst serv a ffill a k elan d a u Pa f'a lis a n e )6 rrp I e fo rot her s not t 0 fo I low- - - > a r out aut 0- r epl i es usi r#gUs~~rr<i'. a Kt t h tle r r rrn n n @ a n c I a \t c6i'no mac u s t per s p e c t i v e , I a Iso I ike comb i r opp tor ecei ve c#custbselr.v a t:me gO t b a chi fi n d rro s t c lie n t s pre fe r ph 0 neb uti I 0 vet h e s i III lin k s v i a 0 n I i#mJsd hse r. v a Kt t e Nl sse r Ch a tis ve rye ffe c t i ve vvh e n age n t s nee d t 0 I 0 0 k up Ver y hel pW!eust ser v a ira n c I a')t 0 n I¥ tis k n 0 wi edge bas e set u p - r e qui res car e fu I t a g~ lin e wi t h cust orrer quE#si:lIsblSe~l}fs~ ser v aMlr shaCol I i er#cust se racr o n yn of t he day: SlA: Ser vi ce level ~r eerre @er kson flcust ser v a Ii1. son Pr 0 rro t e s"'les, fo I low u ~ tm; te r r rrn n r@a n c I a \t c6i'no mac ust per spect i ve, I al so like combi ni ng chat w opp tor e #cust se r v a to vel ')til Isan aut 0 rep I y any rro r e fr u s t rat i n 9 t han pus h i n 9 t 0 get t 0 a nous1n§er v a fi'.u s t Se r v (] e e t He r t h ~t h tle r r rrn n @1 5P ~ ace Si mrs @a rro n Ie le 0 n ~t iescri~t eNlsse@rMHkBernhartitJst serv a ne r k s o n O You rrean to resol U@«DID16hReppaSlAis veryirrport ant.1 o n I yin t i a Ire s po n s e but @6I'fI1k$@I$@'ffirss:naCo I lie r #cust se r v at:megOt bach Armng ot her reaso@i! aFlITelandaffaf'al is an eg for ot h not t 0 fo I low> a rra chi n e s pit tin 9 0 uta u t 0 - rep lie s #cust se r v a Kt t h'>tler r rrn n n RT @a son Pr 0 rro t e s 8T @B I a k elan d a ~h at i s e ffe c t i ve vvh e r agent has access to sol id knowl edge base. »Ye s & t #cust se r v a~_~ 0 RT @B I a k elan d a ffa f'a lis an e)6 rrp I e fo rot her s not t, rrnchine spit t ing out aut o-repl itlGusti~¥.e~rd. <not .us t Twi t t er a ra s o n Pr orrot es"'les. R@bvel \W: Is an aut 0 r epl y any rror e fr ust rat i n~ pushing 7 different numbers to gEiltcustoserlvurrnn? a IB ffr e WI{ n grrn n Bat t e r LP ! Q2 10 'yO u use i n - h 0 use c u s t 0 rre r s e r vic e E out sou r ce cl1i3l:tJst? se r v a man k EI i as 0 n @,il r s h a Co I I itars Y bus Y bus y: Ha. d a fe w ni nut e san d r e c

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was Tuesd ay I n#sast s e rsn o r t er comrut e soon! SlA: u n fo r tun ate I y c u s t 0 rre r soft e nco rre wi tho n e pr airancl a\t on r e rre rrb e r c u s t e >p e c tat ion pre set #e u s1J $l:e r lVnco ve r #eust se r v a fib)At kin son Ch a t a Iso nee d s t 0 be con v e r sat ion a I , a s rnuc has can't have 3 rn nut e gaps i#reulS~~t1ISe. a ¢N1 d rea ~ rre n a SI!i I i v e ina n age 0 fin s tan t gr at i fi cat ion and the t e c h n 0 logy i n lie u 0 f the ph 0 n e . Ch a 1#eo5:!l:1 see IIIson t a ra s o n Pr orrot es;@J1 fceo@B1 akelandalta}pal is a badlecseserv a kla I \fl n a rra d i 0 RT @;? vel \ill: Is a n aut 0 rep I y any rro r e fr us t rat i n 9 t h differ en t n urrber s t 0 get #OnIsct mman? a hrI\Ill r k B ern h a r '{:8ts > RT~ e gO t b a chi: fi n d rro s t c lie n t s pre fe r ph 0 n e t he si rrpl i ci t Y of ' pushi n g' lin k#eustl. sm lvi n e chat. affilarr\Birket tl\1tprobl emwit h chat is t hat it s e e rrs to be basis pr 0 v i d i#C~st se rtvo rra n y at 0 n ce w fo cu son non e a be r k son 0 Pe r hap san i n t ere s tin 9 t wi s tis the I eve I 0 fin fo cust can be used t#CCllISIlsseitv ara t h'>tlerrrrann@\ndrea~rrena@-arshacoll Aed too rranyt irres, errail like a bl ack hoi .edlsd seE" . a Ml r s h a Co lie rQ2: 10 ~ u use i n - h 0 use c u s t 0 rre r s e r vic e e rrp I 0 ~ e s 0 r chat agen#ea§t ser v amapi d buy RT @\nd r ea~rren asW live in an age of in st an t gr at i fi habi t of usi ng tech in lieu of t he phone. Chat del i #eust se r v a In vel \ill @l son Pr 0 rro t e s~ e s sit d e pen d son wh at h e aut 0 - r E s a}S !#eust se r v a IB ffr e WI{ n grra n Q2 10 ~ u use i n - h 0 use c u s t 0 rre r s e r vic e e rrp I 0 ~ e s 0 r chat 9ftust ser v a Kt t h'>tler r rra n n ~u s t Se r v (] e e t re r han d s 0 rre . (]) 0 d t 0 see ~ u ton i gh t #eust se r v atiegOt bach @rMukBernhartitce to see ~u Mlrk. BQJ:ellsgamt1t a ra s o n Pr o rro t esFU@/I3.rshaCol1 i€ii:: lD}Ou use in-house cust orrer servi errpl o je e s or out sour ce ch#tustgset \6? a ffill a k elan d a u Ban k 0 f Arre ric a s cor e s a B - fo r we b c hat. Pr 0 b I e m I dis - e rrp 0 we red age n t s wh 0 can' t s h are sen sit i v e i n fl #eust se r v atrobchieppa PI2.: In-house, but I have seen vendor sol ut ions incl per for rra n csscus t ser v a fi'.u s t Se r v (] e e t re t loa n d we I @.calrte,n n a rra d @I fc e o#e u 5 t 5 e r v a Iffi. rro n Ie I.e 0 nan y#e u 5 t 5 e rtv 0 0 I, I ike c hat , i s gr 8 a s Ion gas the p 2 info & po we r t 0 add res s con c ern s a Ii1. son Pr 0 rro t e slW u e . ..1J s t hat e r o@D>veS. \4RT@l son Pr 0 rro t e s~ e s sit depends on what t he aut o-reticpmtdSJH\Sa}S! a Hm i n t san d t i psT @BI a k elan d a-u Pa ~ lis a n e )6 rrp I e fo rot her s not a rrachine spit t ing out aut o-repl iME:gsdJsSetlgVPaey.~rd. a dls wi e sec hat sup p 0 r t nee d s t 0 fo I low the bas i c s 0 fan y c a I I answer, aver age t i rre on cal I , # of "ttmJslt$'etHDI di ng, aoilarl ieisaacsRT@j"ankEIiasolmfect iveness of onl ine chat depends 0 corrpany. Too rrany send Cust orrer s toot I#£rusd:hsl.elITl\e1s. > and d e rro gr a phi c s

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RT @/I3.rshaCol I i !Bill:' t for get, t#c[]sgrse'rooat wi I be arc h i v e dan d po s t @:ri irb ~u s t 0 rre r Ie vic e col e c t ion http://scr.bi/j ...qEHs a¢N1dr ea~rrenamct I y. Chat is i nst ant I y r@sgj:ohj1ievEr.mRfn @"B r s hac 0 I I As d too rra n y t i rre s , e rra i I fe e I s I ike ab cu s t#cust se r v am i dget I hk RT @ndr ea~rrena@"Br shacol I Ce at is real t i rre. Wen t r y n q to sol ve a cust 's issue or answer a q t irre Eimi I cr eat es ttcLlscIJ.g;er v a tj egO t b a c h Q2: In - h 0 use but we' res poi led wi t h 2 fltlb U5 11: S 8"e v 8M pi atrerksonO Hey@al vm a rrad l oo u found one of rrv favscuaa s er v a Ern n i a fa r ace RT @i" a n k EI i a s 0 rliEfe t i v e n e s s 0 f 0 n lin e c hat c d e pen d s c co rrp any. To 0 rra n y sen d Cu s t 0 rre r s too the r c han n e I s Cu s t 0 rre r doe s n 0 t#Cp s e fse r v aMlrshaCol ierl woul d suspect t hat if a corrpanyis onl ine (hence ~ t 0 out sour ce s o rre smrstnser v a dls wi e sed 0 n 't i rrp I e rre n tun I e s s 'P u can pro v ide the s a rre q L 'Pur phone operc#CliIstlserv a hrI\Ill r k B ern h a r @i egO t b a c We s, t han k s . Ito 0 k 0 ff t 0 day, too, and \ t hr ee- hour hi ke in t he woods.#dtks.tt ae evjo u? ara t h'ijerrrrannRT@/I3.rshaColl i€ii:: 10 'Pu use in-house cust orrer servi e rrpl o je e s or out sour ce ch#tustgset \6? a IDr n Cu s t 0 rre r sCu s t 0 rre r Se r vic e HuITOr - Cu s t 0 rre r s I¥ en' t AI wa 'f3 ht t p: lid I vr . #t u's:t4'S1e® v aKlowi edgeBishA!#Cust SerG7hat channel CAN be cost -effect ive Af\.Dhigh Lhl ike phone, agent scan ser ve ITOr ethan one at a atre r ksonO @swieseAssuni ng 'Pur phone oper at ions ttcclfStgcse(l!y ;-) a d1. son Pr 0 ITOt e s){d) wo u I d t h i n I@&CD I5li a Co I lie IWO u Ids u u s p e c t t hat if, corrpany i s onl i ne (hence 24/7) t he}d have to out sou n o?#cust ser v am i dget I hk RT @bvel ')ill: Wat is t he sarre bet ween phone & chat i e >p e c tat ion t hat the per son h e I pin 9 'yOttc u st Is e 0 VII e d a IB ffr e WI{ n grra n @/13. r s h a Co I I i ieII' end son I eve I 0 fin v est rre n t i f the y c i n-houstreust serv a mal vm a rra c l 0 @er kson@.al vi n a rrad ne n n a gi ve ita t r~ustlisr!trtv. a tn ve l \til OJt sour ced wi t h VA that's been wi t h cdtqm;r1I~2irrvce s a Ml r s h a Co lie r@.t h tle r r rra n nThate rra i I a I wa 'f3 see ITS t 0 be apr et t ( fr 0 mac us t 0 rre r #C'Q)S)t5 e r v a dls wi e s e @ e r k son (I) 0 I v e r y t rue, but P h 0 n e c e n t e r s are rre t r needs to be t here for lIIoast se"pYort a fi'.u s t Se r v (] e e tHe r the rea n d VlfE@'vltdrnre san d t @joe wi edge B ish 0 P #cust se r v a Kt t h'ije r r rra n n @B I a k elan d alB!0 fA i s ni s sin gop p . Ch a t see ITS I ike a9 wo u I d be t 0 use c hat tor e que s t #ags tl15 e carl I s b a c k . a tre r k son 0 @ a I 'fl n a rra d i fa s tan d fu rio us. Cr a c k fo ran AIID y I ike gu #Cust ser v atjegOt bach @rMukBernharlMesorre. long #roadt rip t his weekend cel ebr at i ng Canada's bi ggest par t yand connect i ng #cust se r v aMlrcio Sait 0 A#cust se raoe n t t hat is not errpowered to sol ve pr .

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robot, just less consi st ent a Iffi. ITO n Ie I.e 0 n RT @Ill r c i 0 Sa i t Me u s t s e raqe nth at i s not e rrp 0 we r e ( sol ve pr obi errs *i s* a robot, just less consi st ent a ira n c I a \t 0 n 02 : JJ s t rre - but s u gge s t fo I k s a I i gn s e r vic e ITO del special l zed , generic) wit h d:jda.iS'tes~~stoserv a tro b chi e p p a Ch a t can h e I p e d u cat e Se I f Se r vic e sol uti 0 n s 0 r d e int egrat ing it int 0 the f'cl!!Stlsaetrvsurvey. a MH s h aCo I lie r@al \fl n a rrad iWI co rre t#0ust se r v a Iffi. ITO n Ie I.e 0 n ~u s t Se r v (] e e tiel ri k e #tum se rgr e e t a be r k son 0 . @ s wi e s e In dee d. 011 i n e I a iss e z fa ire at tit u de, So r unsust ai n<#btlust serv a tro b chi e p paR gh t @er k son@4lr s h a Co I I i#:E1Ut s e r v S a Ml r s h a Co I lie r@a n c I a \t eYou ge t wh at }Ou pay fo r ? I\b t sur e t hat wo u al I busi n~:t ser v a fi'.u s t Se r v (] e e t He r t h e(@(I!) n i a fa r a tie u s t s e r v a hrI\Ill r k B ern h a r @i e gO t b a c hTha t doe s sou n d I ike a gr eat we eke n d! ( }Ou her e a ga i nth i *e I\lI&E5 e r v a K10 wi edge B ish 6qDrre dis I ike vir t u a I age n t s, but 0 the r s don' t rn n effor tis hi ghest #fPUlsbrSelr y. a¢N1drea~rrena£an' t answer 02, but bel ieve l f jo u out source overs d i ffe r e n c e s are I e s sob v i 0 u s t han ina ph 0 n e con v 0 . #eust se r v a mffr e)lll{ngrran PI2.: Wet her inhouse or out house, chat st i I I r equi r I cont r 01 s, abi lit i#roljstl: smti11li ng. a be r k son 0 @o b chi e p p ~r e e . I\b ten u f fo r t i rre I y res po n s e . Co n s i r esol ut ion c@m!l$thaCol I #eUlst ser v a rna p i d buy" @Ill r s h a Co I I @art h '>tie r r rra n tV!i run i n tot hat ( r e: e rn) . fo r rn i s qui c k est p t 0 f con t act . Pp Ish 0 c ked wh e n we rn n s#eust se r v ara t htler r rrann@(Jowi edgeBi shctpg & that's a pr ob. /ls a cust , 1 t hi about chat is when rep is hel pi ng ot her s at sarre t #eust se r v afn a n k B i ason Pr oact i ve chat can cr E#B:usi se'fl8ll4!Jer i ence especi al I y based on websit e act ivit yindicat ing hesit at ion or a Ml r s h a Co I lie r@?ffr e WI{ n grra n 0 u tho use? n.u s t s e r v airancl a\t on RT@IllrshaCol1 ielrJ:get what }Ou payfor?l\bt sure that wor kin al I bUS#Ccll.eHSSer<u:>ure but its key t 0 al i gn w e xie ct at ion agregory ent @MHCio Saitf»Jt s whol e bizin hands of nin-wage peopl buy @ t ron gv ptm c a use 0 f c hat ~s:t ose r v ahrl\lllr kBer nhar<at set hour s@M.rSliaCol I i elVlfOul d suspect that if a c is onl ine (hence 24/7) t he y d have to out source sor #eust se r v a tn ve l y.u Wet her cost efficient, the onl ine chat rep needs c s uppo r#eust se r v aMlr shaCol i erTher e wi I I al so be the cust orrer who do#e<ruSlloseMll.nt a d1. son Pr 0 ITO t e sl!...AORT @Ill r s h a Co I I i@i:r! e)lll{ n grra n 0 u tho use? lQ_ ffr #eust se r v affill akelandau OJt sourced errpl o je e s will never care as much as the i n - h 0 use. Th ere's a k no wi e d ge#ga~t cBlHWf I I .

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RT@ effr e'>i ki ngrni\f:):: Wet her inhouse or out house, ( r e qui res sa rre s t r u c t u res, con t r 0 I SIplI2Slbset \i e s, t r i ara t h'ijerrrmnnRT@/I3.rcio Sait#cust se raoe n t t hat is not errpowered pro b I e ITS * i s * rob 0 t , jus tie s s con sis ten t . > YES! R #cust se r v a IB ffr e WI{ n grm n @/13. r s h a Co I I HE r, s 0 r r y. LP inn 0 r the r n I\e w Ha. rrp s hi r e Fb ugh i n 9 i t#cus~ se r v a t:m e gO t b a c h To t a I I Y a gr e e wi t h a I I rre n t ion s 0 f "c 0 n sis ten qi' . 01 t he cust orrer e xie r i ence. @Jmrtlctld>eiGp@/llr shaCol I i er #cust se r v atrerksonO I~ virt ual agent s good for get t ing ir#ous1nslB,aYd/se no so rruch. aHb'fJ: ki nson 03: ID ~ur reps use rrul t i pi e chat wi ndows si rrul t ani rra n y? IDes accur acy suffrou'St ser v ai'ml aAfshar Independent of cont act channel - web, phone, sel f-: a I Ish 0 u I d con v e r ge i n t 0 CRVI wi aut 0 rra ted wo r k fl 0 v #cust se r v airancl a\t on @4lrshaColl ilelnave been test ing chat wit h Mic IDct at fa n t a s tic - but t h tit lES trrs ermd ! a rns wi e s e i sit be t t e r t 0 i n ve s tin c h at sup p 0 r tor ha v e a c u s t 0 rre rca nus e r be fo ret hey r tlmrSlt SlefD po r t ? a mal vi n a rrad i 0 RT @(Jowl edgeBi shctpg & that s a pr ob. /ls a cust , 1 t t about chat is when rep is hel pi ng ot her s at sarre t #Cust ser v a Ml r s h a Co I lie r03 : ID ~ u r rep sus e rrul tip I e c hat wi n d 0 ws s i rrul tan I rra n y? IDes accur acy suffrou'St ser v a ra s o n Pr o rro t esFU@B1 akelandaUllt sourced e rrpl o je e s will never care as t hose who work in-house. Theres a knowl edge gap #cust se r v a¢N1drea~rrena~d that 's why~u never rerrove phone as an opt ion. @"B r s hac 0 I I iTffire:re wi I I a Iso bet h e c u s t 0 rre r wh 0 do, tot fm,Jst se r v a ra s o n Pr orrot esFU @b)At ki nsonQ3: ID ~ur reps use rrul t i pi e chat wi n : s i rrul tan e 0 u s I f. f-b w rra n f. IDe sac cur aftx;iusIHfse I?v a mb a c a I @ a p i d b u JMI. r c i 0 Sa i t #c u 5 t 5 e r Ivwo n d e r wh a t CSR say about bei ng cal I ed robot s, when it's not t hei r de a rna n i e I n ewrrn n l:Rity@"Br s h aco I I t ei#si:ust se rn,; ght now? a K10 wi edge B ish 11 u r bra n d s e r v e s rn I I ion s , ~ U rru S t #Caitt!Ersv pp - ef sol ut ions: Sorre aut o rra t ion \.f'lLbe needed. affilarr\Birket t@.ndrearrerrenalSd agree, esp since I hear rmnyppl COl about lang d iff when they ar e r ec#:ctust1~erOl accent aMlr shaCol I i er@aniel newrrnnlJro' ease j oi#rG:ust!serv a mffr e\lll{ngrmn @BI akelanda'b'ul d agr ee. AI I ot her consi der at ions s rro r e c h a I len gi n 9 to" 0 u tho use" ft<w;S t SSB" rvv c hat s. a~_~o #cust sertvhe real issue is t hat agent s use t he sam des i gn e dIMs }S tern 2 res po n d 2 q s t sac r 0 s s a I I c han http:// bit . I y' 0 c ~qo aHb'fJ: ki n son ..bi n us I at e? ToNld~t se rtvo pl c: "Effect i ven ess of on I i r a sat 0 0 I fo r res 0 I v i n 9 c u s t 0 rre r s e r vic e iss u e s " atrobchi eppa @i"ankH i a s oft s poi nt. i nt egr at i ng i nt 0 l{Jowi edge t

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fr us t rat e d c us t#oUllSrtr5 e r v a tn ve l \til W use rrul t i pi e chat wi ndows si rrul t aneousl 1, usual I t han 3 ottc u:s t 5 e r v aimrron ISleon RT@b\At kinson..bin us I at e?Tc#nci.J~tse:;rtvopic: " EIfec t i ve n e s s 0 f 0 n lin e c hat a sat 0 0 I fo r res 0 I v i n issues" a ma n i el n evvrmn (]({ -#cust ser-v what is t he t opi c/ quest ion - I'm j urrpi fe e t :) abTidget I hk RT@ndrea~rrenasW I ive in an age of inst ant grat ifi t he habi t of usi ng t echnol ogy i n lieu of t he phone. bot I#cust ser v a Kt t h 'ije r r rrn n n @\n d rea ~ rre n a 9-la. ! Fe r Ef1 gl ish s pea k e r s , not 0 bv i 0 us reps spel lin t he right way for what evtmugti sler lllf t h~ a t:m e gO t b a c h K3 : I wo u I d bet rra n y bel i eve the y are fa n t a s tic rru I t rea I t Y the qua lit y and c us t e )file [J S t rsee \IS u ffe r s . a IB ffr e WI{ n grrn n @ b a c a I Po i n t . An d a go 0 don e @>ap Idebu~ r c i 0 Sa ito #cust se r v a ¢N1 d rea ~ rre n a @ar r ')b irk em s , rro r e e a s i I Y rra s k e;'lcustl sellev a ra s o n Pr orrot esRI @bvel \til: W use rrul t i pi e chat wi ndows si rrul t aneo u sua I I Y n eve r rro ret iltcrw s! se r '4-. a tn ve l \til @ani el nevvrmn~y !ani e#dust serv aMlrshaCol ier@1 fceoYou' re get t ing ahead of t h#cqs~$erotns :-) a Ol.l s t 0 rre rca pit IVB. t t 0 f ny c lie n t s fi n d t hat 1 . 5 con cur r e n t c hat s i discont inued chat as tAcld:Sl1aseev. ata ur en Her scheRr @i" an kEI i asorIPr. oact i ve chat can crt!<als~ SEIW0W e xie r i e n ce especial I yif based on websit e act ivit yir o r con fu s ion ara t h'ijerrrrnnnRT@/I3.rshaColl iW:: 10 }Our reps use rrul t ipl e chat wir s i rru I tan eo us I f. f-b w rra n f. 10e sac cur a I/I~ I$SJtffese v 1 adlaniel nevvrmnEN@bvel ')!u:@aniel nevvrmnUNey!anie#dust se r-v Hey lui a IB ffr e WI{ n grrn n RT @ us t 0 rre rca p i MIS t: 0 f ny c lie n t s fi n d t hat 1. 5 con chat s is a rra x IVanyhave discont inued chat as act #cust se r v a~o RT @/I3.rshaCol I i@J~fceoYou' r e get t i ng ahead of t he qUE : -Jtcust s e r-se sor r y:))! a Ii1. son Pr 0 rro t e sRI @u s t 0 rre rca p i MIS t: 0 f ny c lie n t s fi n d t hat 1. 5 con chat s is a rra x IVanyhave discont inued chat as act #cust se r v aMlrcio Sait 0 @bacall think t heywoul d sayt he sarre handl e tal cust orrer s wi t hout bei ng abl e to hel p di st ance 1 #cust se r v a im rro n ISle 0 n RT @u s t 0 rre rca pi MIS t: 0 f ny c lie n t s fi n d t h at 1. 5 co n chat s is a rra x IVanyhave discont inued chat as act #cust se r v a ¢N1 d rea ~ rre n a ffi @u s t 0 rre rca pi MIS t: 0 f ny c lie n t s fi n d t h at 1. 5 co n chat s is a rra x IVanyhave discont inued chat as act #cust se r v ahrl\lllrkBernharsetl f-serve shoul d suppl errent #cost seBJl@.6tWiese: . .. 0 r h a v e abe t t e ron lin e 1£ ... be fo r#:c Us t1 es~ r va c

2011 - 07- 06 1: 21 a KI 0 wi edge B ish Alp>t 0 rra t ion i s e s p e cia I I Y a wfu I wh e nth 0 sed e sign i n 9 cu s t 0 rre r 's e xie r #euns:tese r v 2011- 07- 06 1: 21 adlswi ese K3 : i t rra y not be a c cur a c y t hat s u ffe r s, but the en~ i ncr eases the rror e answer s a CSR is I ooki ng up and #cust se r v 2011-07-06 1:21 a@1fy\<Et RT@aniel nevvrran~ #cust ser-vwhat is the topic/que I' m j u rrp i n gin wi t h bot h fe e t :) 2011- 07- 06 1: 22 ara t eNlsser RT @(10 wi edge B ish 0 ~ t 0 rra t ion i s e s p e cia I I Y a wfu I wh e I des i gn i n 9 i t dis r e ga r d the c u s t 0 #eUlSil: 5 IpeV i e n c e . 2011- 07- 06 1: 22 alDvi d VM)Q7 RT@(1owl edgeBishojX>rre disl ike virt ual agent s, but rn n d: For the I at t e r, low e ffo r t #ctISS11i~ t Prio r i t 2011-07-061:22 a ous t orrercapit@swieseBet t er 1£. The best is no service. Then, n rea c h a gr eat CSR i f the 1£ doe s n' tan s we r the c us t #cust se r v 2011- 07- 06 1: 22 adlswi ese @TMI.r kBer nharal~r ee it shoul d be t he fi r#&tJs1ssIBlDlvem Ole chat at a t i rre. Focus, ser ve t he cust orrer }Qu c 2011 - 07- 06 1: 22 a mb 0 n s tor m a go 0 d job. G t the m 0 ff the lin e a s e ffE#ctu tt esler u s ~ 2011-07-061:22 affilarr\Birket t!! R@j"ankEIiasoriPr.oact ive chat can crtBcausts:elW0w e xie r i e n ce es if based on websit e act ivit yindicat in co n fus ion 03: 2, but I have seen rror e. IVbst i rrp o r t ant I y i s whe 2011-07-06 1:22 atrobchieppa gr8#cust se.rvlafine t#clJ5~ serv 2011 - 07- 06 1: 22 a Ml r c i 0 Sa ito Ch a t has a I I dis a d van t age s 0 f So ~ wi tho u t the ad, t 0 do real - t i rre, titasTVlSe.rtver 2011 - 07- 06 1: 22 a rra t t sin gl e y ~ p / / ~ 0 wi edge B ish 0 ~ : }Qu r bra n d s e r v e s rn I ion s , cr aft cost -efft(htstv~r51ol ut ions: Sorre aut orrat ion \.f'lL needed 2011-07-061:22 adlaniel nevvrranm - All of our cust orrer service is handl ed wit h FrE idea of out s o scusnjse ror t he CX 2011-07-06 1: 22 a tn ve l \til It takes real ski I Ito rranage rrul t i pi e wi ndows an, like they ar e t he atclltfstns:er v 2011-07-06 1: 23 a~_~o #cust se@ftlrshaCol I iteine real qst is how col I abor at i can be use d 2 co rrp I e rre n t lou s Y des i gn e dIMs }S t e s m : 2011- 07- 06 1: 23 a ra s o n Pr orrot esFU @an i el n evvrran LJJQ(2 - AI I of our cust orrer ser vi ce is wi t h FrE - don t I ike the ide a #odi st us e9'"0ItI r t i IrEg CX #cust se r v 2011-07-06 1:23 aKlowl edgeBish~ I -craft ed, considerat e personal i zed aut orrat ion for t un e 500 corrpan i es t 0 bot h sccilcestrnraoceI at 2011-07-06 1:23 a ous t orrercapit@rdlrcio saiMDnyof rry cl ient s who dropped chat as a are 0 n twit t era n#fuLlsd vSellgvi t . 2011-07-061:23 amapidbuy RT@bonst o r an e chat at at irre. Focus, serve he CI are t a I kin 9 to. G t the m 0 ff the lin e as e ffe ct i vel #cust se r v 2011-07-06 1:23 atrerksonO Provacat ive@llfITcio Sait Ghat has all disadvant ages wi t hout the advant ages. If goi ng to do #m.e;lt-seirne, ( 2011-07-061:23 afib?¥TDney @4lrshaColl ilel&lld }Qu. Wen ~IUSt se rona t is over }Qu can cat c h up! ~ #gr a cia s 2011-07-061:23 ara t htlerrrrannRT@swiese:K3: kcuracyrraynot suffer, but engagerrent t he rror e answer s a CSR is I ooki ng up and wor ki ng > 'I #cust se r v

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2011-07-06 1:23 a ra s o n Pr o rro t e~vel ')ill ICes it cut dovvn on resf1tmJs~s:eirl1E? 2011-07-06 1: 23 a mffr e\lll{ngrran @bvel \ill E'peed-dat #og§t serv 2011-07-061:23 a act ion jay Peeking in#cust sertvo see it rocking, especial I ywit ~ fa v 0 r i @iea n k EI i as olDlre sid i n g. Ca n' t wa itt 0 dig t hr 0 U st ream 2011-07-06 1: 23 a ous t orrercapit@.bonst orWich is whychat real I yisn't a cost savin #cust se r v 2011-07-06 1: 23 aMlr shaCol I i er@ust orrer capito al s e e rrs fai r. I've chat t#Eosbrslerrve for and fe I t I ike i wa sin a que u e 0 f 6 c hat s ni n i rnu m! 2011-07-06 1: 24 ara t eNlsser Wat is current quest ion? Abit#austnSell'gvbehind 2011-07-06 1: 24 a mffr e)lll{ngrran GO: If ~u' r e usi ng chat, i s ~ur cust orrer sat i sfact i 0 t he sarre as vi a IfIboste§er v 2011-07-06 1: 24 a tn ve l ')ill I\IB. e the k be s t 0 f tho s e 3 ni@hJffr e¥K; rq}J~ : @bvel \ill E'peed - d at #og§t ser v 2011-07-06 1: 24 a @ ion ITSIVI A2: ei t her woul d wor k pr ovi d ed p#6pst ~rtvr ai ned. 2011-07-06 1: 24 a f1T15p RT @/I3.rshaCol I i eilrer e wi I I al so be t he cust orrer who wa n t t 0 #C]pB se r v 2011-07-06 1: 24 atrust Ser va eetCJJod even i~ i on ITSIVI~o?¥TDn ey #cust ser v 2011-07-06 1: 24 a m s s e Coun s @t el I aanolQaeu.t ~st ser-NI t 0 ~ur host i ng cor. We do Uuse? 2011-07-06 1: 24 a dls wi e s e h 0 n est I y not a fa n 0 f pro act i v e c hat wi n d 0 ws . its I onl ysal es guyappearing when ~t#lcustl~i'l1g 2011-07-06 1: 24 a mb 0 n s tor m @us t 0 rre rca p i It agr e e . But c u s t 0 rre r s e r vic e i s r are I I\IB.ke bet t er pr od uct s an d ser vi #east Iser vheaper . 2011-07-06 1: 24 a Ml r s h a Co I lie r@ s wi e seTh e "e n ga ge rre n t I a g" i s wh a t a c u s t 0 rre r fe e I t }pe "hel I o? hel I o?' #ousthsecl'lat 2011-07-06 1: 24 a t:m e gO t b a c h Ch a tis but 1 0 f rra n y too lsi nth e too I box I\b n e rra t ar rive I at e tot he ser vi ce *l.Ist cseroran' t sol ve. 2011-07-06 1: 24 a In vel ')ill @l son Pr 0 rnot e sW are us u a I I Y qui c k e r t han the p eo pi t hei r needs - ~u need to be abl e to have the ans #cust se r v 2011-07-06 1: 25 a mffr e\lll{ngrran @,t eNlsserQ5: If ~u' r e usi ng chat, i s ~ur cust orrer s hi gher, lower, or t he sarre C#&U$~as"nlDne? 2011-07-06 1: 25 a tn ve l \ill @lsonPrornot esArhd t }pe fast and a#CwlIstltse~y! 2011-07-061:25 a ous t orrercapitTaue! F@lj"ankEIiasoriPr.oact ive chat can cr:jcaus~selWDw e xie r i e n ce if based on websit e act ivit yindicat ing h co n fus ion 2011-07-061:25 ara t eNlsser Wen I choose to use chat and it's done well, sat on I y 0 pt ion, ge n e r#l:k.Js\, S(I!)lVW 2011-07-061:25 aMlrcio Sait 0 RT@arshacoll iTene: "engagerrent I ag" is what a cust or wh e nth e y t }P e "h e I I o? h e I I 01.'Cuist 5 errat c hat 2011 - 07- 06 1: 25 a Ern n i a fa r ace . ~u s t Se r v a e e t e r h e I I 0 Fb 1, I bar ely rra d e it... t ha r we I co rre ! .. now I jus t h a v e 2 k e e p u r:#ovA 5W S e ~ EIyin ~ e@4lrshaCol I iAm so enj o y n o ~ur Cust orrer Service bo Hi ghl Y r ecomrrelmtdt p: / / arrm. t o#~u~ti §er v 2011-07-06 1:25 aKtrenlocker personal I yfor rre, when I have a choice of I ive chat, pr efer r ed chan n el when I have#e.uSltHS:etr von n 2011 - 07- 06 1: 25 a ¢N1 d rea ~ rre n a ~r e e d F@. at e n ass eN e n I c h 0 0 set 0 use c h at and it': we I I , sat ish i gh. If it' s the 0 n I yttqlls t cser \ge n era I 2011-07-06 1:25 adlave car pent

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@,ilrshaColl@tswiese6pect at ions. Wat if chat window up wi t hac 0 u n t d 0 vvn C#C<IlIsit SIBlroc t u a I I Y s howe d up a t / b e fo r e 2e r o? aMlr shaCol I i er@,ilr ci 0 Sai t Ia e pr obi em wi t h Twi t t er VS chat, is t hE n urrber I i rn t at i or#c{J~er v a Ol.l s tome rca pit C£AT fo r c h at ten d s t 0 be lowe r han c a I Is, but n( whi ch is I owroust ser v ara t h'ijerrrmnnRT@ave carpente@/llrshaColl iAm'so enj o y n o ~ur Cu s tome r Se r vic e boo k. H gh I Y he ct ofD!Jl"e' raalrm . t 0 / 0 u ~ I 5 #cust se r v alDlcol eBranchRT @arron laleon: RT@4lrcio Sait Mcust se raoe n t that not errpowered to solve problerrs *is* a robot, jus atiegOt bach @oniafaradiEllo Sonia - long time no see. f-bpe all #cust se r v adlaniel nevvrmnm - It hink as #chat is a generat ional tool It h are sat i s fi e d wh ere a sol d e r p rtrefus t s ert \e ph 0 n e . atrust Serv(]eet@(rt eNlsserTonight' s topic is: "Effect iveness of onl i too I fo r res 0 I v i n 9 c u s tome r fMusJ: i s e r ivs sue s " a hrI\Ill r k B ern h a r ~I pst 0 a n s we r qui c k I Y and not h a vet 0 e >p I a i n ~ u @b vel \ill: @l son Pr 0 rro t e sJ\Jh t }P e fa s tan d d a c cur ate I 'I #cust se r v amankEI i ason RT ~t eNlsserRr@(Jovvl edgeBi sho~t o rra t ion is especi a a wfu I wh e nth 0 sed e sign i n 9 i t dis r e ga r d the c u s tom #cust se r v afibnsul t ant 591cust se@1 akelandaTr ue. W've deconst r uct ed our organizat ions tot he point rrost don't have an "0' aMlrshaCol ier@ave carpentTlearnk ~u veryrtMhtst serv adlswi ese @er k s o n e o far the onl y pr oact i ve chat wi ndows I ha e- comm rei at ed. n ever seen on e in a#tusleseslVppor t a PB mr 0 e s RT @ACa I I Co n sui lOC:e len t @rReg I e v i lGlfe r i n 9 non - p h 0 n e I #custserooannels doesn't reduce calls. F€solvingc RIINIDBS of channel does. affill akelandau @swieseProact ive chat does general I yseem eager fr front, but it al so tell s me the ctl.,.n,elSvt ech-sn aKlovvl edgeBish~t hv-e r r rra n n know. The real it yis t hat brands wit cust omer scan' t st aft at 1/1 rat i o. So#ms:taseilVwt yi a tn ve l \ill Q.Jr cust omer s pr efer onl i ne chat to cal ling and ha message ... rrost of our busi ness is cdicGllsttsedvonl i ne a Kt t e Nl sse r Ch at i s v e r y val u a b I e wh e n c u s tome r 0 r c s r has a c c E #cust se r v alffi.rron laleon GO Wen I used AQ_IMfor :joast serlvfound sat isfact ion 2 high e r . . . I c a I led it" Pi za Ta I k / Ch at w the B0ss" a ma n i el n evvrmn EN @4lr shaCol I i ehrer e wi I I al so be t he cust omer who want to #C]pB se r-v Mlny just want someone tot al k apr osper it }gal @,ilr shaCol I ilmy Mlr sl#Cust ser v aKtrenlocker @,ilrshaColl @*rcio Saitr» us rrost peopl e think of Chi rrore privat e, as opposed tot wit t er which is a put #cust se r v atiegOt bach Yes 6pect at ion rmnagement 101 @rertklliEDrkcey. @,ilr shaCol I @tswi ese#cust ser v

atrerksonO

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1: 27 atre r ksonO @swiesel' ve done it wi t h srral I er#tusd:hseellldor s. 1: 27 aMlr shaCol i er@r osper i t ~bd t 0 see#~st ser v 1: 27 aMlr ci 0 Sai t 0 @"Br shacol I p@ITee, but at t he sarre t i rre, chat ShOL to shor tint er act ions - t r ansi t ion ttttUsEttsteev de 2011-07-06 1: 27 a ffila r r \8 irk e t t @"B r s hac 0 I I @ s wi e s e I fi n d "e n ga ge rre n t I a g" I e s san n ( a cust than repeat ed I y bei r#glpiLttsronl hoi d! 2011-07-06 1: 27 ahrl\lllr kBer nhar@>bd poi nt 00 eN3.sserChat is ver y val uabl e when cu or csr has accent#dwBuserv 2011-07-06 1: 27 a ira n c I a')t 0 n Cu s t 0 rre r s h a vet wo p rio r i tie s "n 0 w' and "n 0 w now' I at Wearst se tluust se r v 2011-07-06 1: 27 a dls wi e s e @ e r k son (DJ mn i n t ere s tin g. how did ~ u k now the y use r he I p? #p 0 k e the btrous t ; $ e r v 2011-07-06 1: 27 a bi k e s po k e RT @ e r k son OP.r0 v a cat i v @,i=I. He i 0 Sa i t COht a has a I I dis a d van t age s 0 f So IVe wi tho u t the a d van t age s . If go rea I - t i rre, d 0 #ewistt ts e.r v 2011-07-06 1:27 atrobchieppa GO: I have seen bot h higher & lower #s. f-bw do ~u rr ad jus tho w ~ u e n ga ge the c u s t 0 rre r #YM.I1s seEr tv e r rn n e . t 2011 - 07- 06 1: 27 a Ern n i a fa r ace . ~ e gO t b a c h v e r y bus 1, but we I I . . try n 9 2 k e e p wi ~ u areal I y ~ast sertvopi c, gl ad t 0 be her e! 2011-07-06 1: 28 aMlr shaCol I i erooct I 1Ieust s e rbs per son@.l'Rfnlockerrrost peopl e t hi n of chat as rro r e pr i vat e, as opposed tot wi t t er whi discussion 2011-07-06 1:28 aPTosperit }gal @swiesewhat do ~u define as true tm..l.pposer\env? 2011-07-061:28 affilarr\Birket tYes RT@regort bac([}l:Iat is but 1 of rranyt 001 s in he tool boxl\bne rra t t er if ~u arrive I at e tot he serv #eust se r v 2011-07-06 1: 28 a ous t orrercapit@.l3.niel n e wra njhvue , chat is preferred to call s for r they pr efer ot her chan n el s t 0 ch#tuS:t~r s o cl al ). 2011-07-06 1: 28 adlswi ese @Bar r \8i r k@lat shacol I bet i snt that essent i al I y t h t hi n g'Cust ser v 2011-07-06 1: 28 airancl a')t on @4lrshaCol I ilek n o w u never rrear#Cu"lJlsie:rv 2011-07-06 1: 28 atrust Serv(]eetHert h~eJst orrercap@liB.dnst or@'lrenlocker @aniel newrranl#i:ust serv 2011-07-06 1: 28 a K10 wi edge B ish bkJ!>r san e cd 0 t a I d a t a: I wo u I d, a sad e' i gi t a I G n - )€ c h a 1#eu 5 t 5 e rtv hen c a I I . AI wa 'f3. Am I a Ion e i nth at? 2011-07-06 1: 28 aMlr ci 0 Sai t 0 @ar en I oc~r ee [chat pr i vat e] , but publ i c i nt er ar a d van t age s too (fo r bot h co rrp any #mm tc set 'f) rre r ) . 2011-07-06 1: 28 atrerksonO ~egOt bac~e>pect at ion rranagerrent] So sirrpl e and @4lr shaCol I @tswi ese#eust ser v 2011-07-06 1: 28 a ma n i el n ewrran EN @ust orrer capi@la.lni el n e wra n Iavu e , chat is pr efer r e( c a I I s fo r rn I len n i a I s but the y pre fe rot her c han n e soci al~cust ser v 2011- 07- 06 1: 28 aHt char d N3.t 01 iWat 's t#ktest sertvopi c? 20 1 1- 07- 06 1: 28 a Kt t e N3.sse r RT @r e go r t b a C([}1:1 a tis but 1 0 f rra n y too lsi nth e t 0I rra t t e r i f ~ u a r r i vel ate tot he s e r t rl v 0 r c 2011 - 07- 06 1: 28 a ffill a k elan d a u GO Cu s t Sa tis high e ron we b c hat due t 0 ge n era I a I #eust s e rpr esen ce in errer gi n 9 chan n el s like web chat #d eli gh t fu I I 'f3 u r p r i sed 20 1 1- 07- 06 1: 28 a Ol.l s t 0 rre rca pit RIi I@r e go r t b a C([}1:1 a tis but 1 0 f rra n y too lsi nth e t 0I rra t t e r i f ~ u a r r i vel ate tot he s e r t rl v 0 r c

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@r osper i t ~ael: I am in t he suppor t sect i on of a we bs 1£ sear ch et tt.cU§t ser v a tn ve l '#J 011 ine chat coul d be t he best of all worl ds if it #cust se r v a mffr e)lll{ngrran I\bw appr oachi ng t he hal ft i rre #Zappo~(fusthserslffi:wtates i nt 0 st eady t e rrp o , gent I y i ncr easi ng pace of tweet: #cust se r v atrobchieppa <lobal Cust orrer~skBernhar<9o:d point >RT ~ t e N3. sse r Ch a tis v e r y val u a b I e wh e n c u s t 0 rre r 0 r c i ssue#cust ser v aWnMlrks "@i"ankEIiason: Proact ive chat can#<rus:tase::na wow e >p e r i e n c e ..." wh a tar e top t e c h pro v ide r s fo r i n t chat? a rts a r la s l m RT@(1ovvl edgeBishotEre's anecdot al dat a: I woul d, a G n - )€ r, AOINS rat her #xh..EB:t5 e rtv hen c a I I . AI wa 'f3 . Am I aloneinthat? adlaniel newrran@'ust orrercapilta:gree - #chat needs to be done in a pr efer r ed by t he alildlilstl set v a tro b chi e p paRT @r e go r t b a C®I:I a tis but 1 0 f rra n y too lsi nth e t 0I rra t t er l f jo u ar rive I at e tot he s e r senet <SEIrlv or c a nr i dget I hk RT @/I3.rshaCol I i@lrs:vvieseThe "engagerrent lag" is what c u s t 0 rre r fe e I s wh e nth e y t }P e "h e I I o? I#e u s to §'e ri II t h ~ abTidget I hk RT~egQt bachChat is but 1 of rranyt 001 sin the tc rra t t e r tho u gh i f }Ou a r r i vel ate tot h e s e r vic e c a #cust se r v ara t h'ijer r rrann@(1ovvl edgeBi shdij»esn' t cal I v chat depend on co rrpl E issue. The rror e co rrpl ex; the rror e ti1cwsb1set'l> tal k. a fBe a n IIi" a n cis lQ_ @Ire ric a n 6p res $ u s t fo I lowe d rre. So rre 0 n e s h 0 u I d it is easi er t 0 keep rrerrber s t han#c~ setraorerrber s. @ effj ar vi s afn a n k B iason Ora n t it yof s i rrul t aneous chat s depends on co rrpl e x t r equi r ed and agent i nvol ved. Sorret i rres 1 rrax but c: #cust se r v a In vel \til Ch e e r s! ~ ffr e WI{ n grra n: I\b w a p pro a chi n 9 the h a I ft i rre #Zappos, t he cr#e1ll'scttserset ties i nt 0 st eady t e rrp o .. #cust se r v a PB mr 0 e s RT @B a r r ')8 irk e'tte t :R@r e go r t b a C®I:I a tis but 1 0 f rra n y t in the tool boxl\bne rra t t er l f jo u arrive I at e tot sol v tlcust se r v aMlrshaCol1 ierQ1.: lD}Ou use a whit e I abel pi at form? Your own t e ctu whi ch pi at f(#cU§t ser v atiegQt bach love t he pi aybypl@etffRe)lll{ngrran: I\bw approaching the hal ft i rre #Zappos, t he#mrs:tVlSstset ties i nt 0 st eady t E #cust se r v ami I egiancet Vlf(#etlst se.r\G)od art icl e, "lVeasuring t he Success of Cus 6periencffi't t p://adobe.1 ym14hp1 affill akelandau ~onsul t antr e9::O quest ion-::illst I ike in I ife, no one t 0 rrake }Our rreal as heal t hyas }Ou #tl.Jst ar 'Pur sel a ffila r r ')8 irk e t t Ph0 n e hoi d rro reo v e r t & t h usa n n @$l'@j e sre :rre . RT @B a r r \8 i r k@.bt s h a Co I I itart i s n t t hat e sse n t i a I I Y t t

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t hi n g'Cust ser v a tn kespoke @? ffr e WI{n grrn n PO con n e c ted t h r 0 u gh twit t e rca n cI E #cust s e rivi t er act ion ver sus phone. sense of cont r 01 a mba c a I RT ~ t h tle r r rrn n r@(l 0 wi edge B ish dij»e s n 't c a I I v c hat depend on co rrpl e x t yof issue. The rrore corrpl ex; the t al#C.ust ser v ara t eN3.sser ID "chat" sessi ons t r ul yengage I 0~1 t f.l¥1y subst ant t her tI&ust ser v aHtchardN3.t 01 i@erksonc&-la.! 011 ine chat is an e ce l l ent channel #cust seriv that's wher e ~ur cust orrer s want ~u. amankEI iason @inMlrks I ivepertmust serv aKlowi edgeBish6EJ!)rsonal channel preference: 1) sel f-service 2) chat 5) WLKt 0 st or e 6) cal I #QtosPhmrat ap!osperit }gall I il@ost gat octsa t #c[Jst se,rVlands dovvn al wa'f3 us it phon e atrust Ser va e e t Ose e t i n@Ssar ~si rr@in Mlr ks #cust se r v t we e ted t his pi ct u r e: ami cewor k rrs ft @Al.r shaCol I @8Ti I I \Chi cj5ust sound I ike such a rip off ht t p: I It. col ffi)1e'~ga\t that cust orrertailist serv alBffreWl{nqrrnn @Al.rshaColl iTffirink t hat is Gl3#cUsrtsSmrv adlaniel nevvrmnEN~t eN3.sserlD "chat" sessions t rul yengage I 0~1 t) subst ant i ve dat a #CClllIsttSm~'Bo1 ut ions in out corre l o ja l t y n o ? a t:m e gO t b a c h @B a r r ')8 irk alb a n k s fo r the RT 0 n too I bo x did n 't t hi r i tin the s t#costnse;r)v aMlrshaCol1 ier@?ffre)lll{ngrrnn Sorry, cl#iaufst serv ahrl\lllrkBernharsett up a cl ient wit h li~erst](il~oRlT i€i):l::: ID ~u use a wh i tel abe I p I at fo r m? Yo u r 0 vvn t e c h n 0 I 0 gf. 0 wh i c #cust se r v a mal 'f1 n a rra d i 0 .AQreed F@r osper it }gill i@IDst gat octsa t #c[Jst se,r v han d s d ovvn al wa'f3 us i t #~asibhmrat a IB ffr e ~I{ n grrn n @Al.rshaColl i@>rps. ~bad, it is Qt.. #sl *pseiSreir~d a tn kespoke (])od 6teni ng ftust serv @ s wi e s e lQ_ Q her wa y a r 0 u n d. I wa s the use r. #p 0 k e . atre r kson 0 #cust se r v ambacal @aniel nevvrmnlJJVact uall yt hink t hat much of cust orne "pr efer ence" is so weak, it's not t #cust rse auo ut . # a tn ve l \W .AQre e , but the y j u ggl e and are n 't a I wa 'f3 k n 0 wi edge c I 0 vel hat e wi t @rrb slfffi r i t \911 i @ID s t ga t oc lsa t ... #cust se r v aHtchardN3.t 01 iYou have to rerrerrber that errot ion and infl ect ion t e x -based comrunicat ion.#dast isetOO1betreence ~u want? a ra s o n Pr o rro t eg;@ovel y Iuun d e r s t anC#cDsw.serv airancl a\t on Tr i al i ng at rrorrent, Ii kel y wai t for cal I back r eques e n han c e rre n t s fr 0 m wi t h i n ny sup p 0 r t s I w pro v ide r Ie ~ #cust se tlvust se r v a Ern n i a fa r ace RT @? ffr e \lJI{ n grrn n : ~ t e N3.sse rCfj : If ~ u' r e u sin 9 c hat , i ~ c us t 0 rre r sat i s fa c t ion high e r, lowe r, 0 r the s a rre a: #cust se r v

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h'ijerrrrnnrHnm Ironical I y, I'm the opposit e: The co rrpl e x t y, the rror e I want a "paper t#CBSt 'sartvt he ( afsar r \Bi r ket t @nowl edgebi shQl¢l: I , we know wher e ~u #d:USrbcBeurv v i a ph 0 n e! Ca n 't say I dis a gr e e wi tho r der . a ous t orrer capi t@howl edgebi shAipso a t echi e )er: I pr efer twit t er, fl call s, in t hat order, unl ess issue#c~slle'iMvorrpl ex a tn ve l '#J @lson Pr orrot es:U~cust ser v a Kt t e N3.sse r I\b rra t t e r wh at c han n e I, ny pre fe r e n c e is: IVa k e i t E per sonal , rra k e it happen, rra k e #<tusrtesmrrVlbl e. a rna n i e I n e wrrn n @' b a c a Iso ~ u s u gge s t t hat the fo r rra tis don e a s wh ~u r at her t han what is btlelllstfcsrertvhem? a rn ffr e \lll{ n grrn n @l c h a r d N3. dh i sis t t rue, but e rro t ion and i n fl e c t i 0 e rra i I. W' reused tot hat by now#acgs~amett y, no? apr osper it }gal @l char d N3.t rslorre t i rres t hat I ack of errot ion in t e x good t hi n~c~);' ser v a tn kespoke RT @(lowl edgeBi shot:er e' s anecdot al dat a: I woul d, a G n - )€ r, AOINS rat her #xh..EB:t5 e rtv hen c a I I . AI wa 'f3 . Am I aloneinthat? a our t but hrrnn need a keeper@/lllfITshaColl i@ffre\<Kngrrnn Sorry, chief #cust se r v a ma n i el n ewrrnn @'r osper i t ~I Hey rn chel e - nice t o#el!!S!I: JOOJr vn airancl a\t on ~yl can s yi c chat wit h support ticket s, and rry s upr #cust se r v a tn ve l '#J Those t hat use our live chat ar e happy wi t hit, th use it don' #custrsser v aMlr ci 0 Sai tolD #cust se rona t tool s al I ows seam ess t ran si t ion 1 screen-sharing I ike s k jpe ? alBadQlDe RT~t eN3.sserl\b rra t t er what channel, nypreference easy, rra k e it per sonal , rra k e it happen, rra k e it rre: #cust se r v apr osper it }gal @;?vel \ill I hav on I y had on e pr obi em t hat had togo and it just took hi gh I #~Bst iseoVil edge a so n l afar ace RT~t e ba s s e r bo rra t t er what channel, nypreference easy, rra k e it per sonal , rra k e it happen, rra k e it rre: #cust se r v aHtchardN3.t 01 i@?ffre\lll{ngrrnn Absol ut el yerrnil is incl uded. W al so $4.00 gas, but that doesn't rra k e ita good t hi ng fc #cust se r v a ra s o n Pr o rro t esFU@/I3.rcio Sait 1D:#cust se roha t tool sallows seam ess transit ion to voice, screen-sl1i3l:[Jsrbg;erike s k jpe ? a tn ve l '#J PJ. I east in e rra i I / chat ~u can use errot icon s for in @? ffr e WI{ n grrn n @l c h a r d N3. (#c u 5 t 5 e r v t affill akelandau @lchardN3.t ClIlsi nil I ennial s are verygood at infusing our t e x i ng and wr i t i ng .. #.dLlst! !se'F.N!]!!?? apTosperit }gal RT@aniel newrrnnl@!Jrosperit ~I Heynichel e - nice to ~u i r#cust serdli t t 0 arnffre\lll{ngrrnn @ikespok@(1owl edgeBisholpl ook for onl ine chat 1st. t her e, I ski p phone, look for Twi t t er. Phone is I a s #cust se r v ara t h'ijerrrrnnnRT~t e ba s s e r bo rra t t er what channel, nypreference

edgeBish~t

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easy, rrake it per sonal , rrake it happen, rrake it rre: #cust se r v a mal vi n a rra d l o IOn't care if rrerrora~e.el'JNsseri).b rra t t er what chann ny pre fe r e n c e is: Ml k e i tea s y, rra k e i t per son a I, rra #Cust ser v atrust Servaeet@rosperit @ladOlDe @lchardN3.t cOeet intgsust serv ambacal @aniel nevvrmnl/JW). Preferences have different rragnit L that's not oft considered. Wak prefs are unirrport #cust se r v affill akelandau Yes RT~ffre'}(.l{ngrran:@lchardN3.t dllis is t rue, but em: i n fl e ct ion a Iso los tin e rra i I . W' r e use d tot hat #cust se r v abTidget I hk RT@arron laleon: GO Wen I used AQIMfor #:dustt serlv found sat i sfact ion 2B hi gher ... I cal I ed it" Pi za Tal atre r ksonO Yes. I used a cou~rcIRD Sait 1O:#cust se rona t tool s al I ows seam ess t ran si t ion t 0 voi ce, scr een - shar i I aMlrshaCol ierF€sol ving t he issue i~1ke'N:M"serrvake it easy, rrake it per sonal , rrake it happen, rrake #<tusrtesmrrVlbl e. aKlovvl edgeBish~arr\Birketwd>ul d rat her go tot he dent ist than c n urrber s I've kn ovvn: But that's because of IVRJ d esi ~ #cust se r v a bi k e s po k e ~ ffr e WI{ n grra n @l c h a r d N3. cPt i Ion gas t we h a v e ph }S i c a I pi aces to buyproduct s to int eract or just surf t #cust se r v abTidget I hk RT@aniel nevvrmnLRr@/llrshaColl iihrere will al so be cust orrer who does not Wc#custt ~rt~Mlny just want sorreone tot al k t o. atrobchieppa Cust orrers I ike to know there dat a over chat is SE too I sec L#rca t 5 e r v § arnffre)lll{ngrran @BI akeland<@ichardN3.t ~ i I east it's not IVbrse COdE http://rrorsecode.scphill ips.cor#dustllselnlt or.ht m a tn ve l '#J @rosperit ~ac1dore t hem one week ... sarre probl em, h - a I Ide pen d son wh 0 ~ u ge t ( :lieu sit' csleIr vc hat !) amvan ham I onSor r y I can't j oi n ~oustosegl¥bat , got t 0 pr act ice fo roc k' n' r 0 I Ish 0 w! 1.0 0 kin 9 fo r wa r d tor e ad i n 9 the t \i abikespoke RT@al vi n a rrad i Bn "t care if rrerrora?tateei'.IRSseri).b rra t t e r wh at c han n e I , ny pre fe r e n c e is: Ml k e i tea s~ personal, rrake it#Cheilpseirv aHtchardN3.t 01 ii' m not s a y n q t e x -based comrunicat ion is bad. I'm out it is not al wa'f3 t he best. Be wher e cust orrer #cust se r v affilarr\Birket tHere's 1 digit al 01 d rran ~(jl,#ee~eBlishop.:. I woul d, as a digit al Gn->er, AlWYS#rcasthsertGThatl cal I . AI wa}S. ahrl\lllrkBernharRm@(1ovvl edgeBishc@:arr\8irketwd>ul d rat her go tot hE dentist thancall rrost 800nurrbersl'veknovvn: Bul IVRJ d esi gn fai I t#rcast ser v atrust Ser va eetRfr@obchi eppaCust orrer s like t 0 kn ow t her e d at a o v secur e ... Is ~ur chat t iloliIstsselllVe? a Ml r s h a Co I lie rO co u r s e! @ c h a r d N3. ~ t 0 I ute lye rra iii t sin c Iud e d .

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got used t 0 $4.00 gas, but that doesn't rrake ita #eust se r v ara t eN3.sser f-bw sad to read that ppl want an'}. hing but hurran because of ser vi ce fai I ur es. let's #ic)(JsbseaiDandon. a ra s o n Pr orrot esRI @obchi eppaCust orrer s like t 0 kn ow t her e d at a o v secur e ... Is ~ur chat t t#olilstsselllVe? a Kt t h'>tler r rra n n @ van h a ni I t Id::ry, dud e! Fb c Ilea B t S e r v atiegOt bach Thanks for I@a;bchiepp@at enas~lUst orrercapit al @rMu kBer nhar@tasonprorrot #roill;t serv a mb a c a I @ ani e I n e wrra n IN'EID i s a STRJ\G pre fe r e n c e fo r rro st. Ch vs. errai I a weak one. Fact or in #>CCll$stlser;vr eal it i e a K10 wi edge B ish @PJ s t 0 rre rca p i If at 's sup e r co rrp I e X; I fi n d I wa n t t 0 VIJ corrpl et el y un arrbi guous way. So ~asereirlv a Ml r s h a Co lie r@er k son (Wi c h PI at fo r rrs d 0 ~ lim: e§e r v a be r k son 0 h a ! R@B I a k elan d a@l c h a r d N3. ClIls ni I len n i a I s are t i ver y at i n fu sin 9 e rro t ion i n 0 u r t e x i n 9 a n C#e'llllS~sieT9I J . ! ! ! t a d1. son Pr 0 rro t e sRI @ b a c a I @ ani e I n e wrra n IN'EID i s a STRJ\G pre fe r e n c e fo r rro st. Ch a t v s . e rra i I a we a k 0 n e . Fac tor i n bus #eust se r v a tn ve l '#J @van hani I t Id:nte fun 6tan - we ni f:&uJl)tuser v anyrorrsbooks RT@/I3.rshaCol1 i~sol ving t he issue ~tkEet)B.l'SISer: IVake it easy, rrake it per son al , rrake it happen, rral #eust se r v alBffreWl{ngrran ~t eN3.sserl t ot all yprefer face-t o-face. All el se pa t his day agt#eust .se r v aKtrenlocker for rre it is an i mrredi at e response so I al wa'f3 choos p h0 n e . 10n t I ike e rra i lor twit t e r fo r res 0 I uti 0 n #eust se r v ajnill1l¥!V8eks RT~t eN3.sserr.bwsad to read that ppl want an'}. hi i n t era c t ion be c a use 0 f s e r vic e fa i I u res. le t 's fi x n 0 #eust se r v adlaniel newrran@'bacall prefer chat to errail because chat is FAST an FAST. So we a gr e e , but wo u I d n' t t hat nm..rs t cse.t vis ~ amapidbuy @vanhanil t i'9rcce! W want V#c:It..et!serv a Ml r c i 0 Sa ito @e r k son (Sqp e ni gh t eve n bet h e too I i fit ge t sent and FB.#'cust serv atiegOt bach @vanhanil t1trnnks for st opping in - rC#Clis'tesed-ead! a ma n i el n ewrran EN ~r en locker for rre it is an i mrred i at e r espon se so choose, chat, t hen phone. IOnt like errai I or twit t a k est 0 #a:us~ns e r v a ffill a k elan d a u ~ ffr e WI{n grra n Th at' s a go 0 did ea. I\,t) 1#& t cseEr .v. . as a IB ffr e WI{n grra n /ls a c us t 0 rre r wi iss u e ; I jus t wa n t the d arm iss u e rest of nydaydone. @:~EEa(feust serv a Kt t h tle r r rra n n @(J 0 wi edge B ish @us t 0 rre rca pili> a l PC iss u e s, wa n t r e rro t deskt op shar i ng & phone. Gt pi ssed when r errot e sh #eust se r v afibnsul t ant 59:9B1 akelanda\tt" re a societ yrrost I ybent on get t ing the I e a s t fo r Metlst S8ICWl s lis see n a s a CCST. So 0 u t d 00 r . aMlrshaCol1 ier@bacal6p1 ain furt her st rong/weak#pDstfESe::r~e?

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eticust serlvl ike onl ine chat support. Cil.ve a great e~ http:// NJ. rre / p 1i VOf- 2J a K10 wi edge B ish @ ffr e)lll{ n grrn n @ ike s po k dn s 0 rre cas e s , I wa n t fa s tan s but i f s pee dis n 't c r u cia I , e rra iii s lowe r e ffo r t fo r #cust se r v a tn ve l '#J +10 RT~ffre)lll{ngrrnn: /ls a cust orrer w/issue; I just wa d a rm iss u e fi)€ d sol can the res t 0 f ny <@bCIlcm1 e . #s ~ #cust se r v atrust Se r v(] eet Hert hE@J¢k es po k fl#cust se r v atrust Serv(]eetHerand t h@iklsl l o n s o fmaeus t serv am i dget I hk RT @bvel '#J: PJ. I east in e rra i I /chat ~u can use errot i n fl e c t i 0 @ ffr- ~ n grrn n @l c h a r d N3. <#c u 5 t 5 e r v t abikespoke ~ust Serv(]eetFbv, Budcf#¢ust serv aKtrenlocker depends on co rrpl e x t yof nyissue, order quest ion IL i n v 0 I v edt e chi s sue Ius e ph 0 nee a s i e r #d us t ESf3 r u i n i a ffill a k elan d au .@__§_Q it her e wa s no rre r cy fo r rre. I t hi n k I wa son the Co s taR ca fo r abo u t WnustdSl¥S":fApa}pa I a IB ffr e WI{ n grrn n @(J 0 wi edge B ish @e ffr e WI{ n grrn n @ ike s po k ~ d s 0 rre iss u e s r e qui rea car e fu I wo r din g. :limJislt SleIIe'l c hat a tnr e v o r acednl6T @,t eN3.sserr.bw sad to read that ppl want an'}. hi i n t era c t ion be c a use 0 f s e r vic e fa i I u res. le t 's fi x n 0 #cust se r v a f1T15p RT @Ill r s h a Co I I i ~ sol vi n 9 the iss u e ~ t kEet)B.1'SIS : er IVake it easy, rra k e it per son al , rra k e it happen, rra l #cust se r v atrerksonO @IllrshaCol1 i(i)t oassist, (]llVaxF€rrot elVanagerrent, ~s #cust se r v a mal vi n a rra d l o I'll do an'}. hing to avoid#tL.ts::l: ~etHil!!S1foserv ahrl\lllrkBernharldtlJs@TolVeet ingwit hint rinsic chat >Ionger spin-up RT @Ill r c i 0 Sa i t @ e r k son ($I< }p e rri gh t eve n bet h e too I #cust se r v a mb a c a I @b vel \ill ~ ffr e \<K n grrn n #s pee d co un t s, but a bad ph 0 s}St em wi I I be slower t han a good #:dm;1t se\ti ve ver sa a fit c h a r d N3. 0 I i @ rev 0 r ace d ra~r e e wi t h ~ u r po i n t . IVan y co rrp ani esc t phones for soci al but don't t#olClls:trsIIHWi1dbct:xndn al I channel s. affill akelandau I\bt caring ciAJtGlIsts e rbs I ike burning rroney. It's painfL wat c~onsul t ant 59 a bi k e s po k e @(J 0 wi edge B ish @e ffr e)lll{ n grrn n I I 0 vet 0 fi n d 0 u t by ph ( 1st, rrnnners, at t it ude,#dusbl:sED1l\l hoi d aMlrshaCol ier6ten a verysrrnll business can benefit byusing a s i rr ~ebo for cust o rrer#m.tsitser v a tn ve l '#J .AQree! F@bacal@bvel '#J ~ffre)lll{ngrrnn #speed count s, but a bad phone s}St em wi I I be slower t han a good #cust se r v abikespoke RT@IllrshaCol1 ietre:n a verysrrnll business can benefit a s i rrpl e apr:@ltietm for cust o rrer#m.tsitserv a rna n i e I n e wrrn. n EN @B I a k elan d a fl..b t car i n 9 ~cUDStt 5 e ri 'f) I ike bur n i n 9 rroney. It's pai nful @iptllSdlldhank59Coul dn' t agr ee rror cr i t i ca I

arrill

ionsof!1¥

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@ a I 'fl n a rra d i 10~ u we r e gu a ran tee d no Ion ge r t han 5 phon e, or ~u' d get $1,000 woul ilC¥B1 ae ovd ? arnffre)lll{ngrran RT@BI akelandafl..bt caring ~cUDSttseri\!) I ike burning ITOn e y. It spa i n fu I t @Jowcstutl1J an #c!iB; t s e r v . affilarr\Birket t IF~u get to a I ive person who ur(glaretllaadk;e!r.RT i n v 0 I v edt e chi s sue Ius e ph 0 nee a s i e r #d us t ESf3 r u i n Ca n' t res i s t - the i n fa ITOus" c u s t 0 rre r t r i est 0 car airancl a')t on http:// \fINIt.N. ')0 u tub e . com' wa t c h 'N =mp I$I~S)R'S e r v ara t h'ijerrrrannRT@lchardN3.t C@ir:evor acecMleycorrpanies abandon p h 0 n e s fo r soc i a I but don t uttaiIs t $1:e8=MlDla dbaidn a I I chan n eflGust ser v @Mu ci 0 Sa i t 1\4b, ~ s. lJ1 i fi e d co rrrru n i c~tLis:J:nse r v atre r kson 0 @,ilr shaCol I @Jirebo Wat 's ~u opi n i on ~ebo Mlr sha amkespoke #cust se r v a mal vi n a rra d l o Heh ... F@bacal@al 'flnarradilo~u were guarant eed no II than 5 rn n. wai t on phone, or ~ud get $1,000 woul d #Cust ser v arnffre)lll{ngrran @baca@.al vm a rra d tlbo wait - on t hat bet in current #cust se r v aKlovvl edgeBish~t h'ijerrrran@ust orrercapi.+Qaeed, deskt op sharing & phon e is good co#DJ..a:B.t ser v atrobchieppa Picking t he right chat tool is key. IDes the tool t r a ffi cor d 0 ~ use e I a g/ d r 0 p p Eitt ucsd SS00" I1le r s. aHb)At kinson GO: If ~u're using chat, is ~ur cust orrer sat isfact i or t he sarre as vi a phone? (we've seem sorre of each 2 #cust se r v am kespoke RT ~t h'ijer r rran nP.IT@l char d N3.t C@ir:evor acecMley co rrp ani e s a ban don p h 0 n e s fo r soc i a I but don tun del #cust ser=vbad in al I cWaus1esESr v a rmuck te l t z Tal k t 0 ~ur angriest, ITOSt upset cust o rre r s-jo ut : t hen#cust se racus t e o a Kt t h tle r r rra n n RT @BI a k elan d a fl..bt car i n g ~cUDStts e ri \!) I ike bur n i n g ITOn e y. It spa i n fu Ito wa t c h. > Ml k e t hat bur n i n g s t #cust se r v aMlrcio Sait 0 @mrrarkbernhar[dltu:~To~et ing]1 find it ok for sal es. #cust se,r v 001 nee d s t 0 be rr@"a::r ia$:lorlnf$~MJe rn ght even be a Kt t e N3.sse r Co n sid era ve r y per son a I & i rrp eve n tin uri i fe. Wu whol e t hi ng vi a chat It e x i ng? If not, why#IaDst se:rlvk ~ a@1!'v\<Et RT@aniel nevvrranLRr@B1 akelandafl..bt caring about #cust s e rbs like bur ni ng rro n e y It' s p~ofuSulttoawat5eh <- Co u I d n 't a gr e e ITOr e - c r i tic a I a Ml r s h a Co I lie r@i k e s po k d! ve see the rre e bob a r use d ve rye ffe c t i vel busi ness (vvr ot e about #ttlstasewtYl I) afi'cot t MrovvnserRi@,ilrshaColl ietre:n a verysrrall business can benefit a sirrpl e apr:@ltietm for cust o rrer#m.tsitserv atrerksonO Ore s t ion: Has a n jo n e done vi<#eostlsaetrUfme it ?lDsl ike it? aMlrshaCol ier@ikespokdt 's pret t ynon-t#G[JsBsenvng a mb a c a I @b vel \ill But we ins i s t co rrp a r i n g bad wi t h go 0 d. I\1t ambacal

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phonelcust se rw l l t r urrp al t ernat ives. AI t s used dr a Kt t e N3.sse r RT @h u c k fe I t la I k 2 u ran gr i est , ITO stu p set c u s t 0 rre ITDst fr om t #eUIISt se rscus t e o - Tal k b4 & pr event ups, #cust se r v a t:megO t b a c h Us u a I I 'I @Ill u c k fe I t la I k 0 ~ u ran gr i est , ITO stu p set c u s t 0 rre r s - ~ u I I I ear n h e rn#E1.I 5 tfr smr/~t1n~trre >p #cust se r v a p! 0 s per i t }ga I RT @h u c k fe I t la I k t 0 u ran gr i est , ITO stu p set c ust 0 I I ear nth e ITO s t fr Nxmst IlmTrOC us t e o * t r i edt e I lin 9 t cl i en t amkespoke ~ t h'ije r r rrn n @l c h a r d N3. @ [ e v 0 r ace dfn te he cor e i s t rot ten, the 0 u t sid e can 0 n I y be pol #C$U1sid e 0 v rra n y t 5 ara t h'ijerrrrnnnRT@/I3.rshaColl ietre:n a verysrrnll bizcan benefit byus s i rrp I e a p p @Ie 0 fo r c u s t 0 rre r c hat > 0 eve n Ya h 0 0 . #cust se r v a ffir I a k elan d a u ~ t h tle r r rrn n rB e n Ff a n k lin wo u I d h a v e pre fe r red we r paper due to I a zn e s s and change ttrGa.rs:tgsS"e\llt . a Ml r s h a Co I lie rQ3: Wa t per c e n t age 0 f iss u esc a n be a n s we red v i a ch referring to e rra i l ja:u~seeQ Ch a I len ge i s - how t 0 rre a sur e and sol i cit sat i s fa c t airancl a\t on i nfl uence t he sat #C$U5d:tsmrv! am kespoke @4lr shaCol I isrr i I I pc#!i:l.Igd§er v a Ml r c i 0 Sa ito "to 0 kat wh a t ~ u r pro d u c t did @rernlysfaoex!:UeBIT" ion : Ha. san ~ ned 0 n e v ide 0 #:dust sfel U k e it? Ii) s I ike it? a DB r r 'P e t e r s ~ t e N3. se rh i wh at s t h e#daBfb i s@r v s a In vel \til @ b a c a II dis a gr e e , I t h ink a s a soc i e t 1, we' r e ITO v i n 9 phon e - we' r e just #rouBtvsegy .. @ e r k son (Yt i d c hat i s wh ere fa c e boo k i s go i n 9 t his we E ambacal d eve lop rre n t t 0 add (#(It ~ t ~~ t W a p! 0 s per i t }ga I RT @/13. r s h a Co I I i@>ri e s po k d! v e see the k rre e bob a r use d effect ivel yfor s rra l l business (wrot #cBs>bservt as we a rn ffr e WI{n grrn n @a r r \p e t e Cis a ft:cu 5 t 5 e r v .AQre e - u sua I I Y len ga ge 0 n lin e c hat wh i leo n hoi d t at:m egO t bach Sorret i rres e rra i lin bet @etmcrrcct@;nt!el \til #cust ser v atrust Ser va e e t Ose e t i n@tyromsbooks #cust ser v a DB r r 'P e t e r s ~ ffr e WI{n grrn n TY, s i#rc u5 t 5 e r v ara t eN3.sser @ar r \pet eira;pi cis val ue pr os/ con s of on lin e chat #cust se r v a K1 0 wi edge B ish 6EJ!)r son a I i 2e d s e r vic e nee d n 't rre an" v 0 ice - bas e d" - ( t ex channel s and don't fi n*lcustrernfv esser" atre r kson 0 @bacalFilII disci osure: I have a prospect ive cl ient #v i d c h #t u 5 t 5 e r v a Ml r c i 0 Sa ito I\b, but s c r e ens h a r i n 9 i sus e f@>erfckrscBWXBest ion: Ha. san ~ ned 0 n e v ide 0 #:dust sfel U k e it? Ii) s I ike it? ahrl\lllrkBernhar@,brcio SaitCbe advant a@IDTo~et ingis the abil it yt s h are s c r e ens. ire u1s e slm ri v he Ips c u s t t 0 s how e)6 c t wr 0 n g. atnca s Fo a s t ingSo sorry. .. t 00 ~foserafrat again t his week @4l r s h a Co I I @terffre WI{n grrn n. f-b pet 0 r e j 0 inn e >4: we e k ! arnffreWl{ngrrnn @arr\pet e toa/ e four let t er #oISSlElSer;v)

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I personal I ywoul d rat her do onl ine support t han I that's wher e ny I i:ftcLisi ae rv . a t:m egO t bach @ar r '>Pet et'-k$w ar e ~u ny go od#m.ist?ser v ambacal @bvel \ill I\t)vi n g away, but per haps due tot ot al d i sg #cust se r v I hk Sa rre her e. "@ a I Yl n a rra d i 0: I' I I do an 'J. hi n g t 0 a v 0 i c abTidget #cust se tH~ust se r v aMlr shaCol I i e r@b vel \ill Pe r hap s , but bus i n e s s can not a fto r d t 0 i gn c oft he pop u I at ion (wi t h ITO n e ~ t:Moo s t VlSEell'M ph 0 n e @ bacal arnftre)lll{ngrran 03: Wat percent age of issues can be answered via ch referring to errail ja:u~seeQ a Kt t h'>tler r rra n n RT ~ egO t b a c ht.t u a I I Y len ga ge 0 n lin e c hat wh i leo n ph 0 n e sup p 0 r t. So rre t i rre serra i Ito o! > Ye p. Fa s t est #cust se r v atrust Ser va e e t+et lot t'§_ihoo: t Mrown se@J1!'v\<.Bt @ar r '>Pet E#cSlSt ser v a tn ve l \ill IVe t 00 - but i sn' t that t he case, we' real I rnul t i ~ egO t bach@ b acacust ser v a K10 wi edge B ish 11 una i Iso pya cia I CRV! ~ u can s tor e c u s t 0 rre r pre fe r ' hist oryand pe r s o n escuet tse eon ALLchannel s. atrar r \pet er s ~ egO t baclver y busy but good a eg! good #m.lgtes:le~! ami I egiancet Vlf(#etlst s e.r vrs i n q t echnol ogyt 0 accelhtet(JDt/e'tN'GC,1 y'j lk8( a mb a c a I @b vel ')ill I' I I c h 0 0 s e fa s t est , and wh at sui t s pro b I e t 0 u c h con t act . and fo r ITO s t pro b s. ph 0 n e see rns i t #cust se r v aHtchardN3.t 01 i@(lowl edgeBishor:f\b way a good "chat rep" can s h o w e rrt u n d e r s tan din g, and fo s t era rei at ion s hip bet t e r 1 #cust se r v atrerksonO RT@/llrcio Sait 'blook at what ~ur product did tony @ e r k son 0ClJ est ion: Ha. san ~ ned 0 n e v i #lla::w; t cse'i v fo r ll k e it? IDsI ike it? aHb'fJ: kinson 03: Wat percent age of issues can be answered via ch r e fe r r i n g toe rra i lor ph 0 n e ?#(::iust yserr ve >p. ) aMlrshaCol1 ier@bvel \ill IVe too. II it erall yhad to "get it oget hE #cust s e roa l I wit h #Arrext oday(1 disl ike being trans aMlrcio Sait 0 @mrrarkbernharJlgrtee. If Sk}pe is avail abl e, it can a l : shar i ng as itewst.serv ara t eN3.sser 6cell ence in anychannel can del iver great service succeeds when del i ver i ng pC#C[JstES"e\l"i'Ce! ara t htlerrrrannRT@(1owl edgeBisho~:~u nail #SCRV! ~u can st ore cust preferences & hist ory& perstloUlStis:erblheruLchannel s. #cust se r v a mal vi n a rra d l o ~egOt bacht.tuall yl engage onl ine chat whil eon ho suppor t. Sorret i rres errai I too! >Gt them chasi ng t #Cust ser v ambacal @bvel ')ill I\b act uall y, great newer research shows we rnul tit ask and at t e rrpt s tot ask swi t ~bus:tpservper a tn ve l ')ill ,AQree, I'm not s ay n q we shoul d el ininat e phone was having chat You can't ignore t@lmrtstp:rGDILI.baoal #cust se r v

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t@at hy,errrrn@:egOt bachlDes "fast est" appl yas oft el "I e a s t s I ttmA's;t s e r v alBffre)lll{ngrrnn 03: Wat percent age of issues can be answered via ch r e fe r r i n 9 toe rra i lor ph 0 n e ?#(::iust yserr ve >p. ) s e >p e r i e n c e s wi t h c hat a rri I I ion s 0 f!1¥ e@Bu t Se r v (] e e t I era v e had gr eat was onl i ne. Bei ng in Aust r al#<aJst seftven i sn' t . airancl a')t on 03: FOr rre it depends on t he cust orrer - each of ny c o vvn per son a I pre fan d t r a i t f:ctmt se t 'E r act ion rrore that n 50%#ilMSt se rus e when phones are dovvn ... a tra r r vie t ers Sa d I Y not a i I c has i n g. .. rro rei ike "a wh 0 len e w wo r I atm egO t bach @al vr n a rra o lsnus t serv @ b a c a I~r e e - I wa n t fa s t est res 0 I uti 0 n ! !! An d we ~ a tn ve l \W whi ch way that vfda.lstbser v affill akelandau RT @(1 0 wi edge B ish 0 ~ : }O una i Iso cia I CR'v1 }O u can s tor c u s t 0 rre r pre fe r e n c e san d his tor y and #iCa 5 t CSte aM 2e t ALLchannel s. ahrl\lllrkBernhar@,brcio Sait.~. Haven't ried screen sharing on Sk}p carrer a shar#c~t ser v aMlrshaCol1 ier~egOt bachre t each cust orrer IS a "whol e new worl d" #cust se r v at en :) @!far r \8 i r k@ctt :h\her r rrn@:egO t bachlDes atm egO t bach " fa s t est " a p ply as 0 ft en as #'clus tuste r ~I 0 w' ? s glob a I . Wy d 0 i n t ern at i 0 a rri I I ion s 0 f!1¥ e@Bu t Se r v (] e e t Iretr ern e tis have 0 n lin e ch at 9- 5 ~s:t iSEi?v aHtchardN3.t 01 il'm not convi nced chat is act ual I y fast er. I can ce t han t }p e , and I t }p e #mjslt C&Efa . st RT @Ill r s h a Co I I i etre:n a ve r y s rra I I bus i n e s s can ben e fi t a !!!L..P...!:.. 0 c a sirrpl e ap~ietm for cust o rrer#m.tsitserv abTidget I hk RT @BI akelanda~t hy-!er r rrnnrBen Fi" ankl in woul d have pre fe r red we not bur n his pap e r due t 0 I a ¥1 e s san c rrnnagerrenWcust serv a IB ffr e WI{ n grrn n @ b a c a @b vel \W Ire a d a c lin i c a I pap e r (d 0 n' t r e rre m say n 9 rnuI t i - t ask e r s ge t rro red 0 n e. I' mho r rib I eat #cust se r v a mb a c a I @b vel ')ill Ab sol ute I y a gr e e . I' I I t a k e O\E a v a i I a b I e c I the wi n d. But I wa n t t dldusdlvs8lt1\tch. a Kt t h'>tler r rrn n n @rMu k B ern h a r SI<t}p esc r e ens h a r i n 9 i s 0 k but not gr I be ok for cust svc but don't Ii kMctmt setvne derros. afn a n k B iason A6 no reason it shoul d not be 100%handl ed. Mlnyt aut hent icat ed is rrore s e cuseus thaer pho n e atmegOt bach @lchardN3.t &biN are }OU Rchard? I was wondering when drop i rWtCDSt ser v affill akelandau Abil it yof corrpanyt 0 provide t echnol ogy, training, , info r rra t ion, dec i s ion rra kin gpo we r, rra k esc h 0 sen c h , non - i s sNKrus t s e r v abikespoke ~ffre)lll{ngrrnn @baca@bvel ')ill Is that real I yj ust bus un de r the gu i s e 0 f rnu#d:uistt cmMiVl 9 alBffre)lll{ngrrnn @baca@bvel ')ill Tachorret ers for each cust serv channe avai I ab#<afSt ser v atrust Serv(]eet@tll i onsofrry\(e$y good quest ion. Chances are t hose

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don't provide ~u a good wayt 0 ag&usths8l"veit her. aKtrenlocker derrographics & personal it yof cust orrer irrpact s what will use k n o w jo ur cust orrers knowwhich channel st( #cust se r v aHtchardN3.t 01 i~egOt bacH'm about to head out and do sorre fishin I'd pop in for a NaYSt se r v ambacal #ClSTSERV Anot her randomt hought, or two. l' rn s e e l i wher e cust orrer s ar e aski ng 4 LESS corrpl e x t 1, less ch ara t htler r man n @4lr shaCol I ilef s al I about rre, rre, rre. Smar t Cust Sv t hat & gi ve o:(ida.istnse r v a tn ve l \til It hink rrost can, if t heyare doing each thing corre ~ u get not hi n @difne'Jd{n gman @ bacal#cust se r v ajnessewil kins @4lrcio Sait@>erkson(J) agree wit h IVarcio - screen shar * a we s 0 rre * f#xrus t s e.r \l\e >4: be s t : v ide 0 s c r e e n cap t u r e pi ajo a ck . a rmuck te l t z Wnt a kill er st rat egf,6ceed ~ur cust orrers e xie ct . c han c e ~ u gM U 5 t S e roc u s t e >p aMlrshaCol1 ier@4lrcio SaitPowort hwhil e newpl at formfor screen sha s e r vic e@llse tin gB u r nfe e e & e a s y t @'rMIek B ern h a r d #cust se r v abikespoke @lchardN3.t cOain ~u repeat#dulscll.ts@rv ara t eN3.sser RT ~t h'ijer r man r@/I3.rshaCol I ilers al I about rre , rre, rre Sma r t Cu s t Sv c d e p t s ge t t hat #Ingi tv 5 ee pYt ion s . adlaniel newmanEN@huckfeltWnt a kill er st rat egf,6ceed ~ur cust ( e >p e c tat ion s eve r y c han c.c Ipdl ~e toc u s t e >p <- a b sol u t #Tr u t h ahrl\lllrkBernhar@tt hy-e r r rra n rre s , for onl ine derros~TlCD~ertving account. Sorret i rtiI:alsfbrse,nt 00, when it hel ps r esol v probl em alfWit esman RT~t eN3.sserRr@(lovvl edgeBisho~t omat ion is especia a wfu I wh e nth 0 sed e sign i n 9 i t dis r e ga r d h e c u s tom #cust se r v a tn ve l \til Coul d be - depends on t he@>i1kl::1s(Ja3m.J1 t s! ~ ffr e)lll{ n gma n @ b a c a I#c u s t s e r v atavl d Hr l ew RT@/llrshaColl i€ii:: 10 ~u use in-house cust orrer servi errpl o je e s or out sour ce ch#tus:tgset:::\EBC1 usi vel yin house atrerksonO Irrpact <#aust se1VIT@bacal@erkson&tid chat is where fa c e boo k i s go i n 9 t his we e k . In t ere s tin 9 d eve lop rre n corrpl e x t y a Ern n i a fa r ace Ch a tis a go 0 d a san y 0 the r too I, i tis go 0 d a s ~ u ar e ... br oken pr ocess = br oken Chat = ba#c[]sttse6!"oer i a ira n c I a y. 0 n (]) t tad u c k 0 u t - pro rn sed t 0 we I c 0 rre rn lit a r y fr i e r agai n for a gr 8 sfroL.EEitoser v a mb a c a I ~ ffr e)lll{ n gma n Th e n ewer stu ff, 2011 s que I c h est hat 0 mul it asking. It hink neuroscient is#au~rsertvyconvin arnffre)lll{ngman 7. If considering i rrpl errent ing chat will ~u au i ni t i at ion? 0 wi I I cust orrer sneed t o#<CliJstcisearvbut t atrobchieppa 03: IVbst can be handl ed via chat, but t here is al v orr e qui r e ~s e ser v

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01 il'mnot convinced chat is act uall yfast er. I can ce than t }pe, and I t }pe Wewstas&r9t . arre e t ingburnerRT@/I3.rshaCol1 i@,brcio SaitPowort hwhil e new pi at form s c r e ens h a r i n 9 and ~ e ~cien !illSu r nfe e e & e as y t 0 use @rMu k B er n ha#dust ser v atre r kson 0 @bacall t hi nk ~s. #1IoostlCEterv a ffil a r r ')8 irk e t t /ls wi t h ITO S t 0 f I@ tmv e BY u t h ink ITO s t can, i f the y a r ~ each t hi ng cor r ect I y. Hal f assed and ~t.#<g!!st Slmrtvhi n alDvi d VM)07 RT @(10 wi edge B ish 0 ~ : ~ una i Iso cia I CR'v1 ~ u can s tor c u s t 0 rre r pre fe r e n c e san d his tor y and #iCa 5 t CSte aM 2e t ALLchannel s. adlaniel nevvrmnEN@lchardN3.t 011rin:not convinced chat is act uall yfa cert ainl yt al k fast er than t }pe, a#IxdJs~tswevhell a-: aMlr shaCol I i erooct I 'I !@at h'>tler r rrnn r1t 's al I about rre, rre, rre. Srrn Cu s t Sv c d e p t s ge t t hat & ~ us:t S f3 t " 0 n s . arrill ionsof!1¥ €@Bust Serv(]ee#m.rst seriv corrpanies can have 24/7 phon support surelychat is easier?:-) arnffre)lll{ngrrnn 01. If considering i rrpl errent ing chat will ~u at i ni t i at ion? 0 wi I I cust orrer sneed t o#<CliJstcisearvbut t a tn ve l ')ill Cu s t 0 rre r fe e d b a c k i s a I wa. ~ifrse )llI{ rffirrn n : @ b a c a I @bvel ')ill Tachorret er s for each cust ser v chan n el avai #cust se r v aMlrcio Sait 0 Thanks, will take c@1loehacffi"1 iJelWOrt hwhil e new pi at for m for scr een shar i ng @leIeteny.Jlbaeniesr #cust se r v ara t eN3.sser RT @ 0 n i a fa r a d?ll at i s a go 0 d a san y 0 the r too I, it i n t ern a I pro c e sse s r b r 0 ken pro c e s s = b r 0 ken Ch a t #cust se r v aHb'fJ: kinson F€sources for cont inued dijetJ!stiSeT:iic1iange http:// 0 w. I y' 5)C..g alDvi d VM)07 RT@(1owl edgeBishot'ersonal i zed service needn't rrean " v 0 ice - bas e d" - G n Y gr e w u p 0 n t e >4: c han n e I san d "I e s s ecust ser v a Kt t h'>tler r rrn n n ~u s t Se r v (] e e if-a d gr eat e >p e r i e n c e w Pr 0 gr e s s i vel n s . pur chi n s. 0 n lin e, use c hat fo r que s, 0 r#ausdj ugsrt v c a a mba c a I @bvel ')ill #cust serocept t he br ai n doesn't mul tit a s+ ask i n 9 a car t 0 fl Y. It wo u I d i fit co u I d, nod 0 u b t . aHtchardN3.t 01 ilapt op bat t eryis d y n q, and I'mconvinced that l' m . t on i ght , so I'm out. Have#8u§ltes:e:r vweek a ous t orrercapitRliI@nowi edgebish~rsonal i zed service needn't rrean " v 0 ice - bas e d" - G n Y gr e w u p 0 n t e >4: c han n e I san d "I e s s ecust ser v a tn kespoke RT @b)At kin s 0 nFEsou r c e s fo r con tin u e d dis c u s s ion: 1) #Cust Ser iichan geht t p: II ow. I y' 5)C..g aKlowi edgeBish@JjchardN3.t ciJpends on preference. If chat is avail ab nicest phone agent woul dn't be nychoice. Can't m #cust se r v a mba c a I @l c h a r d N3. cH,i R c h t ds t s e r v like wi thai I t hi ngs, chat shoul d be O\Eavenue, n01 a tn ve l ')ill #cust se r v

aHtchardN3.t

I

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"C

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I i erA7: /ls a cust orrer I fi nd a danci ng "want to chat ?' vJ, an n o y n 9 M\l#cust ser v afi'.ust Serv(]eetf-tiHand thanks for@laYrirt:lMJQ07 @Eet ingburner @vi d I{r I eYRcust ser v a rna n i e l nevvrmnQtloice is keyespecial I yif cust@breErls'#V:ati~errwit h al I t hi ngs, chat shoul d be O\Eavenue, not the onl #cust se r v a fi'.us t Se r v (] e e t @a n c I a')t Q)a e }Ou so (/10 U 5 t 5 e r v a Kt r e n 1.0 c k e r ~ ffr e WI{n grrn n per son a I I yip r e fe r the I i v e c hat but 1 h e I p pop u p can be i r r ita tin 9 i f }Ou trous t j sestv b rows i ahrl\lllrkBernhar@>bd night, good we@U:hPciTrdN3.t 0.1.i.: I'mconvinced t ha goi ng t 0 cat ch fi sh t on i ght , so I'm out #cliStvsear vgr ea a Ml r c i 0 Sa. ito A7: Cu s t 0 rre r i nit i ate s. Su r p r i sec hat not go 0 d eve #cust se r v a In vel '#J An dis a w a fl y n 9 car t 0 day jus t g@tbaCB;I'lJbr:ov I ! RT a @b vel '#J It s I ike ask i n 9 a car t 0 fl Y. It wo u I d i fit #cust se r v a Ml r s h a Co I lie r@,il r c i 0 Sa. i t let rre k now i f r e q s abe t a cod e , I can ge #cust se r v ara t eN3.sser Ole pet peeve: Bizerrphasi2ing anot her channel when the 0 n e I wa n t . It s c rea ITS 0 u t " co rrp any fo c us" not #cust se r v a @re ga 0 p t RT @ 0 die ITO n ge lis: }Ou r IVR h u r tin 9 }Ou r c us t 0 rre r s e r vic http://bit .1t¢iuslblslSrvtIVR atiegOt bach Yes - and a wonderful o~rc8:hatCol3.t@8regOt bach #wh 0 len e VINIfO r#clCJlst se r v a mffr ewl{ngrrnn @,ilrshaCol I iRtW#si r ensi nt he di s#causte:serv a mal vm a rra c l 0 IDt t o. @tII.rshaCol I iA7:: /ls a cust orrer I fi nd a danci ng t 0 c hat ?' wi n dow ins a n ely a n rlM)jJ s g SWVv a rna n i e I n e vvrm n EN ~ t e N3. se r 01 e pet s pee v e : Biz e rrp has i 2i n 9 an 0 the r wh e nih a v e c h 0 sen the 0 n e I wa n t . It s c rea ITS 0 u t not cust (/Iuest ser v a Kt t e N3.sse r RT @,il r s h a Co I I i A7:: /ls a c u s t 0 rre r I fi n dad an c i n 9 "wa I C hat ?' wi n dow ins a n ely ann 0 # eng; tRWfH v abTidget I hk RT@BI a k e lan d a ebi l it yof corrpanyt 0 provide t echnol ( t r a i n i n g, a c c e sst 0 info r rra t ion, dec i s ion rra kin gpo chan n el a n o n scasuese r v arreet ingburnerThank@,i=l.rshaCol1 ifer }Ou t ell#cag;t sergroup! Ware veryconcerned ever}daywit h rrnking sure al of our, happY. a Ern n i a fa r ace Co rrp ani e s mus t 2 a d apt t 0 wh a t c u s t 0 rre r s d e rra n d c han n e I the y wa nt, not the 0 t#<tust SIB r VI. r 0 u n d a rna n i e I n e vvrm n @$ t e N3. se rl a gr e e s s 0 rre 0 nee I s e i nth iss t rea m wa s pre fe r e n c e i s n 't i rrp 0 r tan t fo r s e r vic e - I a gr e e , I, #cust se r v a @l !'v\<E t RT @ ani e I n e vvrmn LRr @h u c k fe I t W n t a k i I I e r s t rat e g~ 6ceed }Our cust orrer s e xie ct at ions ever y chance }Ou g #cust se rscus t e o <- absol ut e #Tr ut h atrobchieppa 01: Proact ive & d yi a m c/ s t at ic Chat. St at ic on sup pr 0 act i ve aft e r X ni nut e s t8tUB"t S'ecrlvi ck s

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HATEt hose! ~r shaCol I iA7:: /ls a cust orrer I fi nd a da "want to chat ?' wi ndow i nsanel y ctireosys@lrMV atrust Serv(]eet@tll l o n s o frrv Saa l l takes resources t heyrrnynot be devot e#ci:ust serv a ous t orrercapit@l.bvel y\llfen nil I ennial s Rt he doninant adul t derrc wi I I Baver y s rra l I ni nor i t Y channel. #ftus}t d;em'vt amkespoke RT@al yr n a rrad l et t o.@m"rshaColl iA7:: /ls a cust orrer I fi n dad a n c i n 9 "wa n t t 0 c hat ?' wi n dow ins a n ely ann 0 #Cust ser v ara t h'ijer r rra n n @,ilr shaCol I i~r ee. Gv e rre chat box opt i on on t he si the damn i n - ny fa c e c hat box t hat I #m.ls:t $ EO" \d e c lin e adlaniel newrrnn@tlovvl edgeBishdlbce to see }Ou itlceus:t ser-vgl ad we connect ed I ast week. aMlrshaCol1 ierF\.f\'u.\/FOr what it s wort h #acror#~lsm;elW @? ffr e \lll{ n grrn n ahrl\lllrkBernhar~ee - I want "off" b~tED11tom<er~ffre)lll{ngrrnn t hat need hel p pop up can be irrit at ing l f jo u are #cust se r v a Ml r s h a Co I lie rArvIN! RT @,t h tle r r rrn n ~r e e . (] v e rre c hat box 0 Pt ion ( sid e & fo r ge t the damn i n - ny fa c e c hat box t hat I h a' #cust se r v a ous t orrer capi t@l.bvel 'lAs; long as boorrer sand )er s ar e ar ound, voi ( i rrp o r t a#ci:ust se r v a Kt t h tle r r rrn n n @,il r s h a Co I I i EeUl t the n "d an c i n 9 c hat b 0 )€ s" are n 't r c u s t s e r v but u sua I I Y attm..astt gJ3]'"1 s . ve a mffr e\lll{ngrrnn An}One have an app for ki I ling bi 9 fM.dusrtImquvt oes? aba r r joe t ers @aniel newrrnn@tlovvl edgeBishapice to see rrel d of #us and#cust ser:~ a Kt r e n to c k e r @,il r s h a Co I I @terffre)lll{ n grrn n but t hat wa san a c ron yn I act ual I y knew#dOst serv am kespoke RT @ust orrer capi@alvel 'lAs; long as boorrer sand )er s c ar ound, voi ce is st i I #cLiSllpset \ant. a ffill a k elan d a u A7 If c u s t 0 rre r i s lin ge r i n 9 0 n page fo r e >4: end e d per i repeat ed er r or s, j urrp in and offer #ckfis1oserlvet t her a m k e s po k e RT @rMI. r k B ern h a r ~r :e e - I wa n t " 0 ff" but ton RT @, r e n to c k e r~ ffr e '}(.I{ n grrn n ... t hat nee d h e I p pop u p irrit at ing l f jo u are j#OBst iseDwrsing ara t eN3.sser Wen corrpanyst resses chat over voice, t heyre tell h a vet i rre fo r }Ou". Hmn the n vl"quls t I Sl¥l ht ? a ous t orrercapitlVB.lt 00. @Tjchardnatl'atlirlot convinced chat is act ual can cer t ai n I y t al k fast er than t }Pt!CfUs-t Iselpe hel I a atm egO t bach @,r en tockerN ce t 0 see }Ou t on i gh#culStr ser v:) aKlovvl edgeBish@Jst Serv(]eetZappos, Zappos peopl e! Crron al ready. #cust se r v a tn ve l '#J .AQree, but by t hen chat wi I I be 1 of who kn ows what h a v eon e t hi n g.. a I wa 'f3 h a vet @t..hxtvcmrrehoapet a I #cust se r v aMlrshaCol1 ier@,t h'ijerrrrnnr1 bel ieve too rrnnycorrpanies rrel d t hei #cust se roop o r t un it i es wi t h sal es pi t ches a mal vm a rra c l 0 W' I I be ar ound long t @ast ocrerl6B.pi@alvel 'lAs;

'#J

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as boorrers and )ers are around, voice is st ill ser v arrill ionsof!1¥ do have chat rra k e sure t he person at he ot I ed toone cust orrer. An n o y n q t 0 wait and w. se r v abikespoke @rMu k B ern h a r~ r e n to c k e ~ ffr e'}(.l{ n grrn n Eq u a Ito in st or#eust se rhe l p sorret i rres. aMlr shaCol I i er* *(]lJ) * **(]lJ)* **(]lJ)* RT @(Jowl edgeBi shop: @lu s t Se r v (] e e t Za p p 0 s, Za p p 0 s p e 0 pie! Crro n a Ire ad y. #cust se r v affill akelandau .us t for the r ecor d I am a rri I lenni al and I love ta #cust se r v ahrl\lllr kBer nhar-d1t RT@BI akelandaL4.Y If cust orrer is linger i ng on page finding repeat ed errors, j urrp in and offfia:ustifsecrtv I a tn ve l \W lafinit el yt irre for anot her -@C~d@Bishop: @lu s t Se r v (] e e t Za p p 0 s, Za p p 0 s p e 0 pie! Crro n a Ire ad y. #cust se r v ara t htler r rra n n @4lr shaCol I i~rd it's so i r#rcUlstlseng. at:megOt bach Hard to show errot ion in onl ine chat - does that h on #cust se r v adlaniel newrrnn@tlowl edgeBishdpls it right - especial I yfor B2C - #2 Copy, R n se, an d FW~I!!SIttser v aMlrshaCol1 ierProves we can't bl indl ypeg c@Sltcd<rrel.asdFmfU.lst for t he record I am a rrill ennial and I love tal king on #cust se r v arnffre)lll{ngrrnn The t achorret er r#eustamrarewwinds out sl iding rear last s- Cur ves t 0 checker ed fl ag; #c[JstM5errvoar i n g. a ous t orrer capi tlVB.tt of ny cl i ent s test ed chat wi t h inhouse e rrpl 0 have out sour ced chat to vendor s VIIIitx:~esell.lvi 2e in aMlr ci 0 Sai to "Your Chat is ver y i rrp o r t #IouIst tse r ss ... " a Ml r s h a Co I lie r~ t h'>tler r rrn n nThe y r e rri n d rre 0 f IW3P ace tfxa.gias s e r v a our t but hrrnn RT @Illr ci 0 Sai t 'bYour Chat is ver y i rrp o r t#Sllst SED'" \liS ... a t:me gO t b a c h + 1 RT@BI a k elan d a LlJ s t fo r the r e cor d I a m a rri I len n i c t a I kin 9 0 nth (#q:DIlsdl tlm.r v a rri I I ion so f!1¥ els ~ u doc hat , rra k e sur e he per son i s k n 0 wi edge a b I e xil ai n t hi n gs #oust1cster v a Kt r e n to c k e r @ ike s po k e )6 c t I Y, i f I wa nth e I p I wi I I ask fo r it, jl b rows i n 9 doe s not rre ani h a v tBcas q lSEe3" tv ion a ffill a k elan d a u ~ e gO t b a c 11 her ear e rra n y wa 'f3 t 0 rra k e c hat color fu abo u t s 0 rre a vat a r s, per son a I i 2e d rre s s a ~au~ t&sle II. III gu c a fib)At kin son F€ sou r c e s fo r con tin u e d dis c us s ion: 2) Ii n ked In (] 0 u ~ http:// ow. I ,CosIfj se r v a tro b chi e p paTh a t can be a go 0 ~ el~H:~. b a c h I:-la. r d t 0 s how e rro t ion i onl i ne chat - does t hat have n~st\5:erillpact on a fib)At kin son la s t Q In ~ u r 0 pin ion, wh at i s the be s t ben e fi t 0 per s p e c t i#.all'St s e r v adlaniel newrrnnEN@arr'>Qet e@:;aniel newrrnn@tlowl edgeBishapice to see rrel d of #usguy#callstl ser:~ <- Hi Bar r y - I hope al atre r ksonO But at I east ~u get to wat ch vi deos i nst ead of h' ga rre s? RT@Ill r c i 0 Sa i t 'bYo u r Ch at i s ve r y i rrp 0 r tan t t c

long #Cust els~u dedicat #cust

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se r v aKlowl edgeBish~1 akelandalthm A variat ion on t#mJs:taseCl.v:) affilarr\Birket to chasing bot h aVl@1atRliy,errrra@JttrshaColl iEeUlt then "danci ng chat bo e s" ar err#dust esaelrllMytab.mJ1al I y about sal es. arnffre\lll{ngrran Since Apr 122010, this hasht ag has coil ect ed over #cust se r v abikespoke RT@aniel nevvrranl@!owl edgeBishdpls it right - especi for B2C - #Zappos - Copy, R nse, trouStF1s"Ie'0.t a tn ve l \til Gv e s cust orrer s anot her @jb>t'Atokli!nHDnlast Q In }Our o pin ion, wh at i s the be s t ben e fi t 0 f c hat fr 0 m }Ou r #cust se r v aMlrgieCI aymn @aniel nevvrrar@Wluckfeit"2e)Ceeding e xie ct at ions" is a short cut if cust orrers onl yhave low e xie ct at ions. E #cust se r v a Ml r s h a Co I lie rO: Ha s c hat e >4: end e d }Ou r rea c h t 0 c u s t 0 rre r s wh 0 r }Ou ot her wi se? "'§tUst ser v ara t eN3.sser If we r epl ace "}Our cal lis i rrpo r t ant to us" wi t h "y. us" - wo u I d n 't biz fi n a I I Y be ttn..uBtt .5 SeD" sed ? <lIU aKtrenlocker ~egOt bac@B1 a k e la n d a ia n d I am end ~ar of boorrers c much pre fe r ch a t t C#qJ..tm nSBT v a rYe e tin gb urn e rAT @(l 0 wi edge B ish 0 t'e r son a I i zed s e r vic e nee d n' t rre a n " v 0 ice - bas e d" - G n Y gr e w u p 0 n t e >4: c han n e I san d "I e s s ecust ser v a tn ve l '#J Absol ut el ~shaColl i€i1t:: Has chat e x ended }Our re cust orrer s who ni ght no cont act }Ou o#clusrtvSseV' Wf. atrerksonO (])t t a bai#cusrb se.rvThanks all. livel ychat as al wa'f3. @AI. r s h a Co I I @terffre)lll{ n grra n @b 'At kin son adlani el nevvrranEN ~t eN3.sserlf we r epl ace "}Our cal lis i rrpo r t ant are i rrp 0 r tan t t 0 us" - wo u I d n 't biz fi nttduls t Ise r <lIU s t ara t h'ijerrrrannRT(gB1 a k e lan d a uis t for record I'ma nil I ennial & II ( the ph 0 n e > & I' mol d e r & c hat / soc i a I i ftc uist ES e n v r i gh a ous t orrercapit@r1egort ba ea r d to derronst rat e e rrp a t hyor underst cust orrer' s errot ion ina chat , ~s. AI so har d cr o s s cal #cust ser v arnffre)lll{ngrran RT@Al.rshaColl i€i1t:: Has chat e x ended }Our reach to ( wh 0 ni gh t n 0 con t act }Ou 0 t h E#C'IIIis:te§eWf. a m oudspark 82%of consurrers dit ch corrpanyaft er neg e>periencevirt ual queuing tech to retd:uc$:17I6t dcb/i~serv aba r r joe t ers @aniel nevvrran~ D friends had farewell for us 2nit E back .. lost on t opi c, #cost !iesgLI'f3 a@1fy\<.et RT@bvel '#J: lefinit el yt irre for anot her - CHEIR3! RT @(lowl edgeBi shc@ust Ser va eetZappos, Zappos peopl e! Crro n a Ire a dff.cu:s)t se r v aMlrshaCol1 ierWsdom Rl@/I3.rgieCI ayran"e)Ceeding e xie ct at ions" is a: if cust orrers onl yhave low e xie ct at ions. 6ceed }Ours #cust se r v a ous t orrercapitRliI@ovel y .Absol ut el @/tRTshaColl i€i1t:: Has chat e >4: end e d }Ou r rea c h t 0 c u s t 0 rre r s wh 0 ni gh t n 0 con t ot her wi #e9st ser v

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2011-07-06

1:56

2011 - 07- 06 1: 56 2011- 07- 06 1: 56 2011-07-06 1: 56 2011-07-061:56

2011-07-06 2011-07-06 2011-07-06 2011-07-06 2011-07-06 2011-07-06 2011-07-06 2011-07-06 2011-07-06 2011-07-06 2011-07-06 2011-07-06 2011-07-06 2011-07-06 2011-07-06

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2011- 07- 06 1: 58 2011-07-06 2011-07-06 2011-07-06 2011-07-06 2011-07-06 1: 58 1: 58 1: 59 1:59 1: 59

There ~u have it~fl?nWcker~egOt bach @BI a k e la n d a ia n d I am end ~ar of boorrer sand rruch pr top h o#l<B..IS 5 e r v t a Kt t e N3.sse r Ch 0 ice, c hoi c e , c hoi c e , c hoi c e n 0 rra t t e r wh at th #cust se r v atm egO t bach @er kson G"ake car e #ACIilSltser v a rmuck te l t z Wnt to gi ve ~ur errpl o je e s a gi ft ? EiTpower them to cust orrer' s pr obi errs on#dust ~ust eo arrill ionsof!1¥ 6leat for quick and si~'ffikiRfsonlast Q In ~ur o pin ion, wh at i s the be s t ben e fi t 0 f c hat fr 0 m ~ u r #cust se r v a ira n c I a y.. 0 n " Yo u rca I lis i rrp 0 r tan t 0 us" i s a lie i fit sis s u~ about tot el I ~u how I ong ~witl sebv ina q a fi'.u s t Se r v (] e e t Rf r~ t e N3. se r Ch 0 ice, s c hoi c e , c hoi c e , c hoi c e - - n 0 rra t the ge n e r a#ciusr1 .5 e r v a Ml r s h a Co I lie r@er k son ~ 0 d t 0 h ear wh a t ~ u had t 0 s h are - see y. #cust se r v ahrl\lllr k B ern har~tows val ue of cust rei a @.onesl'ij]p:;ERr.:.. r epl ace "~u r c a I lis i rrp 0 r tan t t 0 us" wi t h "~u a #eu S~rr tv ant atmegOt bach The answer is [J All of t@Sea:iOO.aet:l@.renlocker ~ egO t bacl#cust ser v aKtrenlocker e xict I ypersonal it yis as irrpor~tnel\ffi$sEi!lJgeh<ffice, choi ce, choi ce, choi ce - - no rra t t er vvIltcIust ser~ner ( a mffr e)lll{ngrran You can START (pr obabl y not fi r#CBS) ~KDlI scussi ons herehttp://cust orrerservicedial Ql:gus.tnsellgvcom' amkespoke ~t eN3.sserOll yif t here is sincerit ybyt he provider, St and lJ~ust s e rivi s t ead of a shi el d. a Btl i Ips 31 If we rep I ace "~u rca I lis i rrp 0 r tan t t 0 us" wi t h "y. us"-woul dn't bizfinall ybe c1tm.tst sel:w~t?eN3.sser a Ol.l s t 0 rre rca p i tXErIsan d Boo rre r son t his c hat are d e fi nit ely twit t woul d n' t be tweet c#Ka.tst ise~ \On aMlr shaCol I i erlilr i ng t he last 5 n#cWlstese,oipl ease feel fr ee to shar sel f-pr o rro t e, et c! TY for j oi ni ng! adlaniel newrranEN@/llrshaColl ilBring t he last 5 rjoUls1tes2,ra,Ji1 ease fe e I fr e e t 0 s h are lin k s, s elf - pro rro t e, etc! TY fo r a ffill a k elan d a u Th e val u e 0 f c hat i s fa s t res po n s e fo r c u s t 0 rre r, c h E #cust se r v ara r en locker @i kespoked i d nt t he t v use t 0 say t hat when it ha iss u e s . PI e a s e S#CCB.ISsbI¥ v t:I atrol \CowbrandifRg@al vi n a rra d i fst t o.@ilfrshaCol iA7:: /ls a cust orrer I fi n dad a n c i n 9 "wa n t t 0 c hat ?' wi n dow ins a n ely ann 0 #Cust ser v atm egO t bach Your cal lis ... al I bags look al ike ... Thi sis a test #cust se r v am kespoke @ancl a')!: cas t week COvIDpower fai I ur e i n#dtost~v br ushi ng off power less cust orrer s. a mffr e\lll{ngrran I'm sweat i ng fr om the #<ilUBt mnJ'I. aMlr shaCol I i er@B1 akelandalove havi ng ~ur o psuuan ae r v adlaniel newrran~ffre)lll{ngrran lQ..- well done #Sw#~tJst1§erv am kespoke ~r enlockerYes, it was st 01 e#lculSbrseliVv

affill akelandau

Serv(]eetTaRe care of ~ur cust orrers and see ~u n e x week he #cust se rona t ! 2011-07-06 1: 59 airancl a')t on Cu s t 0 rre r s e r vic e e >p e r i e n c e des i gn wo r k s hop s ht t ps:IIVINIMf.servicerrnnagerrent 101.net /pages/univers Q...P#cust se r v 2011-07-061:59 atnhefl aggagenc}R3.t s I forgot what act ual dayit was and nissed an #cust se!r v 2011-07-06 1:59 atiegOt bach RT ~ust Serv(] eet lBrk:e care of ~ur cust orrers and see n e x week her e ttdust serooat#dust ser v 2011- 07- 06 1: 59 atre r kson 0 ~ egO t bactro u as wei I , (] ego AI wa'f3 a#pumser v. 2011-07-061:59 a our t but hrrnn I'm sure it's been the rrost e ci t ing t hing ~u've do ~ ffr e WI{ n grrn n: I' m s we at i n 9 fr 0 m the #C8St sle<D . lI'r 2011-07-061:59 alnivet hefinel ilRf@aniel nevvrranLRr@huckfel tWnt a kill er st rat eg~ 6ceed ~ur cust orrer s e xie ct at ions ever y chance ~u g #cust se rscus t e o <- absol ut e #Tr ut h

2011-07-061:59

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