By Mandy Reed, Marketing Manager (Global)
Live chat and virtual agents are quickly gaining popularity with customers as their preferences shift towards online support options. According to Forrester Research, customers turn to self-service and digital channels for service because they “offer the least amount of interaction friction”. Forward-thinking organisations are not only acknowledging this customer service trend, but also taking advantage of the powerful combination of virtual and real support.
On Tuesday, 12th July, Creative Virtual Founder & CEO, Chris Ezekiel, will explore this emerging trend as part of CRMXchange’s Technology Innovation Showcase webcast series. His presentation, titled Combining the Virtual and the Real for Customer Engagement Success, features live demonstrations of current implementations and a look into the technology powering these solutions. He’ll also share recent research and developments in the industry.
In addition to seeing intelligent virtual agents in action, attendees will also hear tips for integrating self-service options with live chat. When implemented properly, customers can seamlessly escalate from virtual to live agent and live agents can seamlessly provide feedback to keep information up-to-date. The result is an improved experience for both customers and support agents.
Register now to reserve your spot for this Technology Innovation Showcase. A recording of the webinar will be available to view on-demand for those registrants unable to join the live event.