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Customers moving from Phone to Chat... whatsapp?
During this crisis, many customers have switch from Phone to Chat. Probably easier to chat if working from home with people around than phone call. There is still a way to go, but clearly it is a fast and growing channel, and Customer Support organizations are adopting the change to better serve customers:
- Are you also creating an even more direct channel through Whatsapp (or similar APP)?
- where do you find is the limit between asking customers for loging to web, or portals and self service as much as they can (to reduce traffic and increase self service), or make as easy as possible the communication channel to contact an agent to solve his/her concerns?