Tag: Live Chat

Customer Experience, Technology, Work

Report: Customer Satisfaction With Live Chat Is On The Rise

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Another Forbes mention! 😊

Dan Gingiss did a great write-up of Comm100’s Live Chat Benchmark Report and drew out a number of interesting findings – including that live chat customer satisfaction is on the rise.

This benchmark report is a big effort by all of us at Comm100 every year, and I’ve been involved since our 2016 report.

It’s an original piece of research that’s based on all of our customer’s chats, so there are a ton of insights in there for anyone looking to start or grow their live chat operation.

We’re lucky to have insights from friends and experts around the CX world included too. Thanks to them and to Dan for writing such a great article!

Read Dan’s Forbes article here.

Download the 2019 Live Chat Benchmark Report here.

Customer Experience, Emotional Intelligence, Learning & Training, Work

To Script or Not to Script? Positive Live Chat Support Scripting

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The word ‘script’ can strike fear into the hearts of agents and managers alike. Nobody wants chat agents to sound robotic or to take away their freedom to express their personality and demonstrate their expertise.

Having said that, your agents are the voice of your organization. Because of this, it’s important that your agents can speak appropriately to your customers, providing an experience that’s cohesive and consistent no matter who in your company your customer is speaking to – and effective call center and live chat scripts can help you to do that.

In this post, I’ll cover:

  • Why Script?
  • Scripting Sins – Are You Guilty?
  • How to Implement Really Effective Scripts

Why Script?

If scripts are so easily misused, why have them in the first place?

Simple. Scripts can save time, act as a knowledge bank, and reinforce your brand.

Let’s explore this a bit more.

Saving time is important to everyone involved in customer service, and certainly important in live chat too. Customers don’t want to be tied up on chats for any longer than they need to, and you’ll certainly be concerned with ensuring handle times are kept low, freeing up agents to take more chats.

Even if you’re a hardcore anti-scripter, consider the impact of agents manually typing out the same greeting and closing message on every chat they take. Even if this takes only 30 seconds per chat, and even if you only take twenty chats a day, this adds up to ten minutes of wasted agent time per day. Multiply over the course of a year, and you’re looking at around 60 hours of paid agent time lost to ineffective processes, when a canned message could have done the job for a fraction of the time.

Scripts can also act as a knowledge bank. A well-organized live chat script library can contain ready-made solutions to common customer problems, reducing the need for agents to be reliant on their own memories or external documents to find the answers they need.

Reinforcing your brand is vital to appeal to your target market. Scripts can help to set the appropriate tone of voice for your company, ensuring that all of your agents are speaking to customers in a positive, helpful and appropriate way.

Scripting Sins – Are You Guilty?

Given the benefits of scripts, many businesses jump to use these without considering how to implement them in a way that doesn’t compromise the customer experience. There are lots of ways scripts can be misused – make sure you’re not guilty of these sins.

Deadly Sin #1 – Using Canned Responses Which Don’t Answer the Question

There’s nothing more frustrating than not being listened to. Agents skimming chats and firing off canned responses which don’t fully answer customer questions can derail chats and damage relationships. Take this as an example:

Kyle: Can you tell me how much the ultimate plan will cost and whether I can keep my old phone?

Tom: Our Ultimate Plan is $39.99 per month and includes unlimited calling to numbers in the US and Canada. It also contains free texts and 4GB of data. Data above this limit is charged at $5.00 per 100MB.

Kyle: What about my old phone?? I don’t need to know about data over my limit. Are you a robot?

How to Fix This: Train your agents to fully respond to all customer questions in a seamless way, blending canned messages with free-form input to craft responses which hit the mark first time.

Deadly Sin #2 – Agent Style Doesn’t Match Style of Canned Messages

Your customers expect a service which is personalized and makes them feel they’re being given time and consideration by a real person. If your agent’s writing style doesn’t match the style of your canned messages, it’ll be obvious that canned messages are being used.

This inconsistency of communication can look really unprofessional, as well as making customers uncomfortable about the ever-changing tone of the chat.

Cara: Hi, the taxi I called hasn’t showed up, why is this?

Liam: Please accept our apologies that the taxi you called has not arrived. I will look into the details right now for you.

Liam: what time did you call the taxi?

How to Fix This: Make sure your agents have access to a style guide which sets the tone for written communication on chats and target this communication style through ongoing quality assurance.

Deadly Sin #3 – Canned Messages Are Just Plain Terrible

Remember the “Three C’s” when creating scripts – they should be Clear, Correct and Concise. They should sound just as if they’re transcribed from a person who knows your product, audience, and culture really well.

Although this point sounds obvious, it can take some skill. Let’s explore what canned messages can look like without this consideration.

Jim: I want to close my account.

Rachel: I am sorry to hear you would like to close your account.

Rachel: I will certainly help you today in this regard.

Rachel: I would like to inform you that we are limited in the information to give over chat, cancellation involves your verbal agreement so please contact on the telephone 936 835 7112 (8am – 11pm PST Monday – Friday or 9am – 9pm PST Saturday/Sunday) and one of my associates will put in effort to do the needful today.

There’s a few things wrong with these scripts. Probably one of the most glaring is that they are not written in proper English phrasing and style, with phrases like “Do the needful” creating barriers between the agent and the customer. Another issue is that it takes a long time to get to the point, with canned messages almost contradicting themselves by offering to help then stating that help can’t be given.

How to Fix This: Review your customer service scripts to ensure they’re correct in language, tone and phrasing. Identify areas where scripted canned messages can create confusion and ensure clear guidance is given to agents on how to handle this. Train agents to get to the point quickly, using canned messages to help save time, not add to it.

How to Implement Really Effective Scripts

Start by asking your agents what type of scripts could help them in their work. Your staff on the front line will know all too well the situations where they wish they had a canned message to save time and provide guidance, and a quick focus group will allow you to pinpoint these scenarios and start drafting some scripts.

Next, plan how to organize your scripts. Scripts which aren’t simple for your agents to access and use are just as bad as no scripts at all. Our guide has some suggestions for categories you may wish to use.

Finally, look at some free call center and live chat scripts and think how they could be adapted to your business. The best scripts aren’t cookie-cutter responses which will be perfect for every business – they may need some tweaking to suit the tone and style your organization speaks in. However, many customer service best practices are applicable across organizations, so some scripts might just be perfect to help make your chat service even more friendly and efficient.

Customer Experience, Technology, Work

[Webinar] The Future of Live Chat in 2019

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This webinar was a blast.

Jeff and I are good buddies, so it’s always fun presenting with him. However, this webinar was especially significant as it aired just before we launched Comm100’s 2019 Benchmark Report, so we got to share some sneak peeks at the stats before it was even live.

As well as discussing the findings from the latest benchmark report, we chatted about the growing pains experienced by different sizes of call centers, and gave some tips for organisations of all kinds to consider in the year ahead.

All of these insights come straight from what we’ve learned from our own customer base, so it’s useful stuff for anyone looking to align their contact center with best practice and trends in 2019.

Have a listen, and I’d love to hear what you think.

Watch the webinar recording here.

Download Comm100’s 2019 Live Chat Benchmark Report here.

Learning & Training, Technology, Work

Five Tips To Successfully Onboard Live Chat Agents

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Live chat communications continue to trend upwards in importance. No surprise here. eMarketer predicts that in just one year from now, 80 percent of the world’s smartphone users will use messaging apps. We’re more connected than ever, and that provides challenges for modern sales and service organizations. Today’s online customers want and expect a fast response time to their customer service query, plus a frictionless way to initiate support.

Forrester reports that 55 percent of adults will abandon online purchases if they can’t find a quick answer to a question, with 77 percent stating that good online customer service is the most important thing a company can do for them. It’s clear that in today’s climate of consumer choice, organizations who provide support at point of sale through live chat stand to gain the most in customer loyalty and reduced cart abandonments.

Connecting with website visitors through live chat also takes less time and human resources than phone support to consumers, raising productivity and profitability. As chat agents are expected by their organizations to be valued support partners for customers and prospects, these individuals play a larger role than ever in securing overall customer satisfaction and brand equity.

For new agents, a structured onboarding program is crucial to allow organizations to ensure that they’re getting the satisfaction outcomes they seek. Not only does effective onboarding introduce employees to processes and procedures within their new role, it also builds confidence, trust and engagement at possibly the most crucial stage of their lifecycle in the organization – a stage that largely sets the tone for the rest of their employment and their interactions with customers.

Here are some tips for managers and leaders looking to build an effective live chat agent onboarding process, or refine their existing one.

1. Train to the chat platform

Chat systems tout their ease of use and turnkey nature. However, any technology tool requires time for operators to get familiar. Optimal use of tech by live chat agents is fluid and tacit, and even with the simplest of tools, it still takes time for agents to get to this level of mastery.

Make training hands-on, incorporate real-life exercises, and use training-ready versions of the platform to allow agents to roleplay and test common scenarios. Give agents time to play around on the platform and engage in practice runs before bringing them live. The last thing your agents need while tangling with customer issues is also battling the tech they use, so don’t assume they’ll just “pick it up”.

2. Establish clearly defined goals and relevant metrics

If your agents aren’t clear on what they’re supposed to achieve, they won’t be able to secure the outcomes you need. While this might sound common-sense, failing to clearly communicate expectations is a symptom of the “curse of knowledge” – where we can assume that agents know the ropes when that’s simply not the case.

The concept of “going above and beyond” is one area that’s often neglected in agent onboarding, as many see it as a basic tenet of customer service, or something that should be implicit in an agent’s personality. But it’s a hugely important area which should be explicitly covered in onboarding to be sure that your agents really are on the same page as you. For service organizations, not practicing this philosophy can spell CSat disaster– and for sales organizations, this equals leaving money on the table.

Don’t leave this to chance. Promote this concept and empower your new live chat agent to do more than just answer a visitor’s stated questions. Challenge them to always consider what other help they could provide, or what else could be useful if they were in the customer’s position.

In terms of lead generation, this “one step further” approach is especially vital. Teach agents early on how best to seek out potential lead opportunities. That means more than just pointing the customer to a white paper. They should also offer to pass them to an inside sales person for more in-depth discussions, or to a video that requires registration, for example. Giving customer service agents the authority to foster meaningful dialogue rather than focusing on how quickly chats are completed can support lead generation objectives as well.

3. Integrate them with the entire chat team

Research into learning has shown that development of knowledge in onboarding is inseparably bound to learner activity in a number of different contexts – the physical (work space), the material (tools and tech) and the social (other employees).

Because of this, social aspects of learning and working should be accounted for within effective onboarding programs. Your goal should be to help your new agent learn from other seasoned agents, and empower them to build relationships within the whole team.

Before going solo, new agents should serve time as an understudy to one of the team’s top performers to glean proven tips and tactics to successfully perform the job. Document best practices to disseminate valuable “lessons from the front line” to all agents. Establishing weekly meetings to discuss events that went well, those that didn’t and trends in the field that can turn into great teaching moments for the entire live chat team.

As a bonus, creating this kind of supportive team environment will improve the productivity and success of all agents, not just those who recently joined the company.

4. Educate agents on when to get help

A live chat agent can solve a majority of the customer service issues that come in, but they can’t act as a mouthpiece for every function within your company. Most likely, they can deal effectively with 80 percent to 90 percent of customer queries, with the extra 10 to 20 percent needing further checking, information or consultation with other teams.

That’s not a bad thing. If you try to force agents to deal with things that require too much improvisation or that the agent does not have authority to do, you will trigger negative customer interactions.

Set procedures for agents to quickly get assistance from a supporting team or team leader when issues are beyond the scope of their power or authority to resolve. Recognize that on paper, this sounds simple, but in practice this can be a lot tougher – even the most seasoned agents encounter situations they haven’t seen before, and deciding where the boundaries are isn’t always easy to define.

Focus on building supports to help your agents in their decision making, for example through a robust agent-facing KB, or through having team leaders and floor walkers readily available. Build a culture of communication which encourages agents to speak up when they’re not sure about something and discourages them from “winging it”.

Finally, make sure that whatever supports you use, they’re easy and quick for agents to access. Few things are more frustrating for a customer than spending 15 minutes on a live chat waiting for an answer because the agent doesn’t have the assistance they need at hand.

5. Utilize Technology To Support Agents

Technology is developing rapidly, and for many contact centers, shifting to new tech-focused service models comes with questions and risks. There’s sometimes a view that technology will end up reducing service quality, and some are even concerned that chatbots and AI will end up taking jobs away from humans.

This narrative is shifting as firms begin to recognize the best applications for this technology – and often, that means aiming to complement and enhance the work of human agents, not to replace them.

When used properly chatbots can provide great advantages to a new agent. The ability for bots to take on common customer queries cuts out questions which can be perceived as boring or repetitive, leaving your agents to focus only on the queries that need their help the most. This allows you to effectively upskill your agent pool as your agents develop expertise in longer and more complex queries. Agents enjoy connecting with customers, not answering repetitive questions.

Augmented intelligence is another exciting area through which agents can be provided with data which helps them to make better decisions. Through deep learning, natural language processing and multivariate analysis, companies are able to analyze more variables and more extensive data sets than is humanly possible to help agents perform better at their jobs. The goal of these systems should focus on arming humans with information they can use to engage the customer more effectively.

At RapportBoost and Comm100, we’ve frequently seen that the very best chat agents aren’t the ones who are naturally gifted at charming the customer. They’re the ones who possess superior emotional intelligence, situational awareness, defer to the algorithm in certain circumstances, plus use their instincts and experience to decide when different situations require different tactics.

The combination of human AND machine once again beats either one alone – and this is certainly an exciting prospect for anyone looking to help agents to do the best job that they can, through onboarding and beyond.

Originally published here.

Customer Experience, Technology, Work

RapportBoost.AI Interview Part 3: Live Chat Data Is the Key to QA

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Here’s part 3 of my interview with Rapportboost.AI – you can access part 1 here and part 2 here.

This time, we discuss live chat data, quality assurance and how live chat contributes to the sales cycle.

The bounty of live chat data that this channel produces is the perfect tool for tracking the success of optimization. After all, with a sound live chat implementation, what matters most at the end of the day is how customers respond.

In our final installment of our Interview Series with Kaye Chapman, Customer Experience and Training Specialist at Comm100, we got down to the nitty-gritty of QA and chat conversion reporting – the proof that your live chat channel performs.

RB.AI: In instances where you are working with a customer who uses chat and then also has channels that are handled by a different company, how do you handle coming up with data metrics and reports?

KC: We are lucky in that we have a really strong reporting suite, so it can report on so many aspects of chat from the very basic stuff like chat volume to customer satisfaction to more advanced stuff like being able to see how productive agents are, how canned messages are being used, looking at survey fields within chat to see what their usage is as well as through our reporting API and various integrations connecting with other systems like CRM or ticketing. So we consistently found that clients like our reporting suite because it’s so comprehensive and it does allow clients to get the insights they need from chat and apply them to other channels as well.

Chat is a fantastic tool because you can get so many different reports and statistics from it. When you’re thinking about telephone service, for example, it can be a difficult process to actually gauge how effective a particular call has been. Some years ago, I was a quality assessor myself, and to really understand quality it was a very long process of call selection, call listening, checking a variety of different systems for customer and interaction data, marking things down on a separate scoresheet, and finally providing feedback to the employee.

With chat, it’s much easier because you can immediately see from the chat transcripts how the chat went, you have all the data regarding the customer and their satisfaction, you have all the data regarding how long the chat was, what resources were used, and how it was wrapped up. Most of the data you need to drive quality is built in, and I would say from a quality and continuous improvement point of view, chat is a fantastic tool to make those continuous improvements more easily than traditional channels.

RB.AI: I absolutely agree that live chat data can be leveraged to simplify QA. Earlier we spoke about using live chat for sales as opposed to customer support, and you mentioned Comm100’s conversion reporting tool. I’d love to hear your expertise in leveraging data to see how much chat contributes to the sales cycle.

KC: Absolutely, it’s important to have visibility over ROI from any communication channel you have. Chat Conversion reporting is an amazing tool that allows businesses to analyze live chat data to see straight away how chat is contributing to the sales cycle. Once a client has let us know what a conversion is for them, whether it’s a sale or a download or something different, we can link those conversions to chat records so it’s easy to see what agents contributed to a sale and how exactly they did that. Clients can then put processes in place to replicate those successful results, not only through agent coaching but by more automated processes such as using successful prompts in proactive chat invitations and canned messages, which can be personalized to particular customer segments. All in all, conversions reporting gives a lot of insight into exactly how chat drives the sales cycle and means that viewing the process of how chat drives sales as more of an art than a science just isn’t correct anymore.

Originally published here.

Customer Experience, Emotional Intelligence, Technology, Work

Rapportboost.AI Interview Part 2: Chat With Emotional Intelligence

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Here’s part 2 of my interview with Rapportboost.AI – you can access part 1 here.

This time, we’re taking on the topic of emotional intelligence and discussing how technology can help in delivering emotionally intelligent customer interactions.

As Augmented Intelligence transforms the workforce, emotional understanding is proving to be an essential component of brands’ interactions with their customers. After discussing live chat agent training in Part One of our Interview Series, we asked Kaye Chapman, Customer Experience and Training Specialist at Comm100, to shed light on the best strategies for chatting with emotional intelligence.

RB.AI: Let’s talk about emotional intelligence. This concept is of special importance to us at RapportBoost.AI because we help brands use high-EQ to achieve increased revenues and conversions when using chat for sales. What are some measures you’ve found to be effective for chatting with a certain level of emotional intelligence?

KC: Regardless of use case, emotional intelligence is helpful for agents across the board, given that EI is such a cornerstone of effective personalization. It’s important for chat agents to be able to pick up on specific language and to understand how they need to adapt their behavior to suit that particular customer. When I’m thinking about how to promote communication in an emotionally intelligent way, one of the things I encourage agents to do is take full advantage of the canned message library and save those phrases that have been especially impactful. Make sure that there is a constant cycle of trying things, evaluating them for effectiveness, and using them in the future if they have been successful.

RB.AI: I think we are all excitedly watching conversational commerce take off and that has to do with so many things, such as making purchases through cell phones and the fact that millennials like to chat. For these reasons, do you think sales and chat will converge in the near future?

KC: I think sales and chat are already converging, and it’s exciting to see organizations using tactics like Account Based Chat to engage with key prospects – we liken it to “rolling out the red carpet” for customers by providing them with experiences that are deeply personalized. I do think conversational commerce is going to get bigger and it is going to be the thing that separates out the wheat from the chaff in terms of who does well in the future and who doesn’t.

RB.AI: Agreed. Along those lines, could you talk a little bit about channel optimization and some strategies you’ve used to optimize live chat?

KC: We advocate effective journey mapping to understand what types of customers are coming into which particular channels. We also encourage our clients to think about the concept of channel blending or channel pairing when they are planning different channel mixes, what channels they engage on, and how they can move customers from one channel to another. The idea behind channel blending or pairing is rather than thinking about channels in isolation, you can think about how to use the best aspects of different channels to form a great experience for your customer. For example, chat is fantastic for helping people with urgent issues in a synchronous way. But you can also enable knowledge base integration to live within the chat window, and clients can configure it so that customers go through the knowledge base before they hit an actual live chat agent. Now, that’s fantastic because, from a customer’s perspective, it might not be so easy to find out where a knowledge base is on a client’s website, it might be that your customer’s in a little bit of a rush, it is just that rush aspect that makes it easier for them to speak with an agent. Actually positioning the knowledge base within the chat window gives customers more choice to select a channel that suits them, and obviously, there are big bonuses there for clients as well in terms of deflecting unnecessary query types from chat.

Originally published here.

Customer Experience, Learning & Training, Technology, Work

Winning Live Chat Training for Your Customer Service Team

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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 service knowledge to the live chat system—which could cause negative encounters with customers through misinterpreted comments, slow chats or grammar gaffes.

Because of this, it’s important to back up systems training with training focused on the experience of your live chat customers, helping your agents to understand the service impacts of your new channel. Here are five things to consider when giving effective chat support training to your team.

  1. Words, Tone and Body Language 
  2. Professional customer service agents understand that all face-to-face communication is made up of three different elements: words, tone and body language.Telephone communication can be tricky since agents can’t rely on assessing a customer’s body language to get more insight into what they’re thinking and feeling. Extra attention needs to be paid to words spoken, and the tone they’re spoken in, to accurately ‘read’ a customer. And when communicating back to customers, words and tone need to be delivered and moderated carefully in order to communicate in a clear way.Live chat presents extra challenges. Without being able to hear a customer speaking or see their body language, how can you read the subtleties of their communication to truly understand the meaning of what they’re saying? And how can you demonstrate listening and friendliness or build rapport by simply exchanging typed messages?Attention to wording here becomes absolutely crucial in allowing you to do all of this. Agents need to step up their communication a notch to consider sentence structure, word choice and conversation flow in building and assessing the intent of a communication.

    Top Tip    : Hold a short training session introducing the Mehrabian communication model and ask your agents to consider the impacts of not having tone or body language to help them communicate. Questions to ask include: What problems could arise through relying on just words to communicate with? How could miscommunication occur? How could this be prevented?
  3. Live Chat School If you’ve ever attended a formal, ‘classroom-based’ training session, you’ll know that the most important part of learning is actually applying the knowledge you’ve learned in the workplace. Indeed, one of the most highly regarded training models there is states that as much as 70% of learning occurs through hands-on, on-the-job work, not through structured training sessions.That’s not to say there isn’t a place for formal training sessions—just that the most effective adoption of live chat expertise comes through checking and facilitating learning while your agents are using the software. Building in an extended training period after initial live chat training is a great way to give your agents the space to experiment in their approach until they are handling the software like experts.

    Top Tip    : Introduce ‘Live Chat School’ after initial live chat training by setting standards for your team to attain, and assessing them throughout the extended training period. Once they hit targets for customer satisfaction, chat length and/or utilization, ‘graduate’ them to your regular quality assurance program.
  4. Spelling and GrammarWhen you hired your telephone-based agents, it’s unlikely that you paid much attention to their writing, spelling and grammar skills. In fact, you may have forgiven some mistakes they made on their resumes because, after all, they didn’t need top-notch writing skills.You may have held mock customer interactions with them, listening to how they sound on the telephone, their ability to reassure and assure customers through careful vocal communication.Live chat doesn’t make these skills redundant. However, it does require agents to brush up on their writing skills. Agents with sloppy writing or bad grammar reflect badly on your company, causing customers to question the abilities and professionalism of your staff.

    Top Tip    : Hold a ‘Grammar Police’ themed quiz, testing agents on common grammatical mistakes and giving a prize to the top ‘Grammar Cop.’ Back this up by ensuring that agents have access to a style guide which sets the standard for correct spelling, capitalization, punctuation and sentence structure.
  5. Live Chat ScriptsMost telephone-based agents will have a set of standard scripts they use in conversations: for example, their greeting and closing messages to customers.Live chat as a system is unique in that any of these scripts can be added as shortcuts in the agent console, saving them time in their interactions.Live chat scripts can also be used to speed up interactions and improve quality outside of these standard scenarios—for example, by adding scripts to discuss product features without missing any key details, or for giving complete instructions on how to reset a password.It’s important for you to acknowledge how important scripts can be in increasing quality and saving time, and to give your agents the chance to think creatively about how they can develop scripts that work well for them.

    Top Tip    : Hold a scripting workshop for your agents. Examine what scripts are already used, what scenarios new scripts could be written for and the advantages of these. Make sure to discuss potential time savings and the reduction in needing to repetitively type out the same statements for different customers.
  6. In the Live Chat Customer’s ShoesIn their telephone-based work, your agents will already be pretty clear on the factors of their service that impact the customer experience. Wait times, clarity of communication and transfers between departments are prime examples of situations which can destroy the customer experience if handled badly—or enhance the customer experience, if done really well.Live chat software presents extra situations that can either enhance or degrade your customers’ experience. The time taken to respond to a message, the use of canned responses and the ability to share screens all add new dimensions to the customer experience that you and your agents probably haven’t considered.

    Top Tip    : Hold an ‘In their shoes’ training session. Split your agents into two groups and ask them to take the viewpoint of one of your customers. Ask one group to imagine and script the best possible customer experience that could be had while using live chat for a range of real-life scenarios. Ask the other group to script the worst experience which could be had. Once done, ask them to share and question them on their decisions: what impact do certain agent actions have on live chat? Why do these actions occur—through accident, or intent? How can they be mitigated against (if bad) or adopted (if good)?

Implementing live chat may require your existing team to stretch their skills and capabilities to adapt to new ways of communicating with your customers. Given the right tools, the right training and the right perspective, your team will continue to deliver the top-notch service your brand is known for through this rapidly growing and heavily preferred channel.

Originally published here.