Live Chat: A Growing Customer Service Option
Published October 9th, 2007
It’s like a call center — without the calls. At inQ in Agoura Hills, Calif., the ringing phones and chatter associated with call centers for customer service and sales are replaced by the clicking of keys and muted conversations between colleagues at adjacent desks. The company specializes in an up-and-coming approach to helping online customers get the information they need and move toward a purchase: Live Web chat. Software picks up on cues to determine if customers are advancing toward a purchase or are in need of assistance.
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