Without a doubt, the most talked about and controversial question surrounding a chat support team is, “How does one staff a chat support team?” Another essential question that often comes to mind is, “Do I need to hire dedicated agents, or can agents that handle calls and emails answer chats?” This short article will help you with that.We have observed from our experience that agents handling chat interactions should be devoted and should not be juggling with other media ... [More]

We’ve all heard of web chat service and most of us have used it as a consumer.  But you may be wondering, what exactly are chat intelligence rules, how do they work and why are they important.Customer Expectations are Higher than EverThe online channel has grown into a popular communication channel due to significant advancements made in technology, predictive search and the ability of social media to affect customer sentiments. The expectation of consumers from the online channel to ... [More]