culture of contact
TRANSCRIPT
Culture of ContactWhy "Live Chat" is the Wrong
Strategy
Jeff ComstockTwitter: @jeff_comstockPhone: 210.338.0381
What is Live Chat?
Support/Sales Tool Where Users Can IM From The Browser
Multiple IMs Can Be Handled Simultaneously
Benefits Of Live Chat
Leverage Technology To Minimize Stress on Staff
Consumers/Business Can Request Help w/o Leaving The Browser
Downside of Live Chat
Users Are Anonymous
No Accountability
Text Is Often Truncated
Text Is Emotionless
Immediate Responses Are Expected
Who We Are...
We're Passionate, Compassionate & Available
We Manage Expectations
We Believe in Personal Contact
We Demand Accountability
Culture of Contact
We Develop Friends Via Telecommunications
We Diffuse Confrontation By Engagement
We Are NOT Frugal With Our Humanity
Alternatives...
Knowing Who We Are...