Evolution of Chat and Email in the Contact Center Industry
Portals and KM
DECEMBER 7, 2017
However, we’re living in a world where customers want to communicate in the channel they prefer – whether that’s phone, email, social media or web chat. As a millennial, I prefer chat, email or social media. If a customer wants to chat via phone – which, by the way, some 80 percent still do – they expect phone support to be available. If they want to chat via social media, they expect a response on social media.