Join Comm100 and Mallory Paeper, Electronic Relations Team Lead of Veridian Credit Union as she shares why they chose to add live chat as a customer support channel in their contact center, and its impact on their business.
The proliferation of live chat use for customer support has jumped from 38% in 2009 to 58% in 2014 and is still growing rapidly today. Changing customer service expectations are driving this growth, with 73% of customers citing that good online customer service is a priority.
With such high adoption rates, live chat has evolved into a business-critical customer engagement channel. Customers both expect and prefer connecting with companies through live chat – far more than traditional support channels like phone and email.
Hear the story of how one credit union turned to live chat to deliver quality, real-time customer support.
You’ll also hear from Jeff Epstein, VP Product Marketing and Communications at Comm100 on live chat best practices and how companies can deploy it as part of their overall customer support strategy.
What you’ll learn:
- The ways live chat is helping businesses improve customer communication
- Live chat best practices to improve customer support
- How to turn chats into valuable customer insights
- Live chat KPIs and metrics for measuring success
As Veridian’s Electronic Relations Team Lead, Mallory Paeper is responsible for leading growth initiatives in key areas related to the credit union’s member engagement, employee engagement and sales. She’s a graduate of the University of Northern Iowa and has worked at Veridian Credit Union for eight years.
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. He holds a BA from the University of Waterloo and an MBA from Thunderbird, the American Graduate School of International Management.