Chatterbox

As already explored previously in this blog, I experience different reactions to webchat. Some organisations love it, others shun it, as it's not really channel shift. Sometimes the webchat experience is very good and the customer (or prospect) receives their advice in a timely way. On other occasions, it can be a bit like the disjointed one below. You can see how webchat using customer services operators, can fall well short. That's why webchat is becoming superseded by the chatbot.