Chat and email support tools are growing and complement, or even potentially replace, other interaction channels. A poor experience with a chat or email interaction can significantly impact customer satisfaction and drive additional support costs. With no benchmark for chat and email performance, how can companies evaluate their own strengths and weaknesses, identify opportunities for improvement, and determine which channels to prioritize for future investment? During this webinar, Mark Miller, contact center practice leader at J.D. Power, introduces the results of the inaugural J.D. Power U.S. Chat and Email Benchmarking Study. Topics that are important to delivering high levels of customer satisfaction with chat and email channels that are explored during this session include:

  • Channel satisfaction
  • Chat and email usage
  • Why providing a satisfying experience matters
  • Performance is key
  • Importance differences
  • How to deliver a flawless experience
  • Performance scorecards