Press Release

Customer Service Reps Learn to Love Web Chat

After initial resistance, frontline reps come to appreciate the efficiency of live web chat.

(Boonton, NJ, July 29, 2010) — Dread turned to love when Bronto Software initiated a live web chat channel for its customers earlier this year.

In the August issue of industry publication Customer Service Newsletter, Carolyn Sparano, Bronto's VP of client services explains the transformation.

There was a less-than-enthusiastic response from service reps at first, Sparano says, "because they were concerned that they would get a lot more questions, and less relevant questions perhaps, and that would increase their work load."

At the same time, it created a sense of excitement, a "buzz," and an awareness that you had to be "on" all the time. Not necessarily bad things.

But what Bronto's support reps found, Sparano says, "is that when you are interacting with the customer using live chat, because those chats are archived, you are actually documenting your case at the same time you are resolving the customer's issue. And once they realized that, they actually enjoyed it because it is a very efficient way to work."

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About the Customer Service Group

For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes Customer Service Newsletter and The Customer Communicator.

Website: http://www.CustomerServiceGroup.com