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customer service chat

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- In customer relationship management (CRM), customer service chat (CSC) is an Internet service that allows the user to communicate in real time with a customer service agent by using an instant messaging (IM) application that's built into the company's Web site. CSC is often part of a "blended media" approach to contact center management, where customer service agents use multimedia routing technology to interact with customers by telephone, fax, e-mail, and chat. In retail e-commerce, chat is promoted as being a cost-effective way to add personalization and social interaction to the online shopping experience as well as being a way to provide immediate responses to customer questions.

LAST UPDATED:

05 Mar 2007

Read more about customer service chat:

-	Dorine C. Andrews documents the results of an in-depth usability study of five retail websites offering customer service chat.
-	SearchCRM.com expert Lori Bocklund provides a list of questions to consider when implementing chat in CRM.

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