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One Customer’s Story: Enhancing the B2B Customer Experience with Live Chat

Customer Experience is shaping up to be the new battleground for revenue and growth. In the B2B space, it’s common knowledge that when it comes to customers, retention and expansion is less expensive than acquisition.

As digital conversations – email, social media, messaging, and the web – become the norm, even the most traditional businesses are recognizing the need to keep up. Here’s the story of how one manufacturer turned to live chat to enhance customer communications and increase revenue.

Join Madeline Triplett, Marketing Development Manager at Hunter Engineering as she shares why they chose to add live chat as a support channel, and the impact it’s having on the business.

We’ll also hear from Colin Taylor, CEO of the Taylor Reach Group, a customer experience consultancy, on how B2B companies can take full advantage of live chat as part of their overall customer experience strategy.

What you’ll learn:

  • How to roll out live chat so it fits your organization’s structure and goals
  • The top Do’s and Don’ts for managing a live chat program
  • KPIs and metrics for measuring success


Madeline Triplett
Madeline Triplett, Marketing Development Manager, Hunter Engineering

Madeline is currently the Marketing Manager at Hunter Engineering Company, the global leader in undercar service equipment engineering and manufacturing. This role includes everything from traditional print media, media relations, digital marketing, and the public website,, which is Hunter’s most visible and accessible marketing asset. Madeline attended Washington University St. Louis’ Olin School of Business for her MBA, and UCLA for her Undergrad.

Colin Taylor
Colin Taylor, Chief Executive Officer, Taylor Reach Group

Recognized as one of the leading contact/call center pioneers and experts, Colin Taylor has received 30 Awards for excellence in Contact Center Management on two continents. Acknowledged as a leader and influencer on the topics or call/contact centers, customer service and customer experience, in published rankings on Huffington Post, Call Center Helper, and MindShift. Recently Colin was recognized as number 6 in the global 100 for customer service. Today more than 15,000 agent positions globally operate employing Taylor Reach designed contact center operational models.


Jeff Epstein
Jeff Epstein VP of Product Marketing & Communications, Comm100

Jeff is Comm100’s VP Product Marketing and Communications. He’s a B2B marketer with 20+ years’ experience creating compelling messaging and content for sales enablement and demand generation. Having held roles in sales, product marketing, business development and partner marketing with companies including IBM, General Motors, Sophos, QuickMobile, Allocadia, and Comm100, Jeff knows how to connect solutions to buyers. He holds a BA from the University of Waterloo and an MBA from Thunderbird, the American Graduate School of International Management.

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