July 10, 2018

Implementing live chat for your customer service team might seem like a major decision—and it is!—but it is only the first step in modernizing your customer service strategy. Luckily, implementing a live chat system on your website is often pretty simple, but a tool isn’t useful if your teams aren’t trained to use it properly, and aren’t fully on board with its potential to make life easier. Simply giving technical training on the new system and then letting your agents loose won’t prepare them adequately for the task. The agents might not be prepared enough to adapt their existing customer…