Are employees eager to use chat when providing support, or do they resist?

Joseph ReifelJoseph Reifel New Product Introduction Engineer LeadFounding Member | Scholar ✭✭

For those of you who have introduced Chat support in the last few years, how did your employees react to the introduction of chat (not chat bots) in your company? Were they eager to use it, or were they resistant?  


  • John RagsdaleJohn Ragsdale Distinguished VP, Technology Research Member | Guru ✭✭✭✭✭

    Hi Joe, I'm looking forward to seeing the responses. My experience has been younger support techs who have spent their life chatting and texting gravitate toward it, others may need more training and coaching. I've also seen some techs automatically want to do multiple chat sessions while others remain only comfortable doing one session at a time.

  • David PerraultDavid Perrault VP Product Support and Customer Care Member | Scholar ✭✭

    Did this for the first time over 10 years ago and there was much resistance to start with. However, as younger generations join the ranks of Support organisations, I believe it is much easier for our more junior staff to move to such technology since they see emails as an ancient tech.

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