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Session 407: Live Chat: The Channel is Mature but Chat Quality Still Isn't Good Enough

Thursday, April 11 at 10:15 AM

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Live chat isn't the shiny new customer support channel everyone's talking about anymore. It's been around for years, and we have solved some of its early problems. But overall, the quality of live chat still isn't good enough. Poorly written live chats drag on too long, analysts require customers to repeat information, and support teams squander the per-contact savings they were counting on when they implemented chat.

Writing chat may look easy, but writing it efficiently is a science. Well-written chats to customers involve combining open and closed questions, pushing links and images, and mirroring the customer's level of formality.

In this session, attendees will learn how to write high quality live chat that makes customers happier and support organizations more efficient. Review actual chat transcripts to discover writing practices that make chats go on longer than they should or fail to resolve the customer's issue. Learn why chat has failed to reach peak quality and what to do to improve chat quality in your organization right away.

Leslie O'Flahavan


Leslie O'Flahavan has helped thousands of people learn to write well for online readers. She's a problem-solver for all writing-related challenges, and she's delivered customized writing courses for customer service agents, social media managers, and support desk staff. Leslie helps organizations train their teams to write excellent emails, measure the quality of their emails to customers, and rewrite and maintain their entire library of canned answers. Recently, she completed a complete overhaul of customer service writing for a global airline's domestic and international contact centers. Leslie is a author of three courses: "Technical Writing: How to Write a Quickstart Guide," "How to Write Customer Service Email," and "Customer Service: Writing for Social Media." Leslie is also the coauthor of Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents.