Advertising!!! In your call flows, encourage use of messaging and on your website, make it the first thing that pops up on Contact Us. You can offer a channel switch from voice to messaging by sending a text or email with a link to the messaging channel.
------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 06-19-2024 08:57
From: Steve Wright
Subject: Live Chat Uptake
HI All.
As I understand it, live chat is a well used channel in France. We launched this and have not seen much uptake.
The customers start in a chat bot and get the option to go to live chat in the chat bot. We have analysed the drop off points and it seems hardly anyone chooses live chat.
My question - Does anyone else use live chat in France and if so what is your uptake like?
Thanks
Steve
#DigitalChannels
#Integrations
------------------------------
Steve Wright
PFIZER LTD
------------------------------