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Greet, Love, Engage: Three Paths to a Stress-Free Live Chat Experience - TTEC - Blog

Greet, Love, Engage: Three Paths to a Stress-Free Live Chat Experience

When today’s customers seek help from a company, they want stress-free experiences. Navigating IVRs, repeating information, and being placed on hold can turn a frustrated customer into an irate one, which can ultimately lead to customer defection.

A common solution to these growing service woes is live chat. Live chat provides faster resolution times and quicker responses—overall, customers are viewing this as the most efficient way to get their issues resolved. Studies even show that live chat has the highest satisfaction levels for any customer service channel and it often leads to an increase in conversions.

In fact, Forrester views live chat as an increasingly profitable channel in which to engage customers. In a recent survey, 44 percent of respondents said that having a live person answer questions while they were in the middle of an online purchase was one of the most important features a website could offer. 

In addition to using chat to seek out help during purchases, customers choose chat for various reasons: when they can’t talk privately but they can type, when they need to multi-task, or when they can’t stop what they are doing.

Although chat technology is maturing and spurring consumer adoption, companies must approach the channel from their customers’ perspective. Therefore, they must think about their customers and build their solutions in the way that customers will want to use it.
At TeleTech, we believe these three best practices are critical to delivering the chat experience that customers want.

1. Don’t blast them with invitations to connect.  

When customers visit a company’s website and immediately get presented with an automatic invitation to chat even before they have a chance to browse merchandise, they’re likely to click off the invitation and the window to chat with them will be missed. 

Smart utilization of automated prompts intended to engage customers in a chat session at the right time can be much more successful. Prompts based on time spent on page, first-time visitors, if they arrived from a specific page, or based on words typed in the search box can serve as useful triggers for when to accurately serve up chat invitations. But ultimately, they should be used to understand the customers’ needs and help resolve their issue faster (and maybe even anticipate their next issue).

2. Provide associates with visitor behavior analysis. 

Companies can no longer just make chat available when their agents are available. Customers should receive chat offers when they’re stuck on a page or when they abandon their shopping carts. To chat smartly and at the right time in the customer journey requires associates to be aware of visitors’ online behavior before the chat session even begins so they can accurately understand what the customer might be looking for. Also applying breadcrumb data that details devices used, searches made, and other page views, as well as authentication details will help assemble accurate customer journey paths. Finally, by pulling in social, demographic, time zone, and geographic data, companies can match customers to the appropriate associates. Such information will also help the associate route the chat session to another associate who may be better equipped with the knowledge about a specific product the customer is inquiring about.   

Having this breadth of data will enable associates to act on customer needs in real time and in personalized ways by solving their issues, upselling them, and anticipating their next issue. Ultimately, the idea is to keep customers engaged in chat sessions and returning to the site for higher customer satisfaction and NPS.

3. Promote chat/text merging crossover.

Often times after chat sessions end, the customers may find that the steps or advice the associate offered didn’t actually work and their issue remains unresolved. To prevent this from happening and to promote first contact resolution, associates should habitually send customers texts messages following their chat sessions to confirm that their issues were resolved or give them the option to text back the same associate if they have follow-up questions or concerns.

As more customers begin using self-service functionality and relying on mobile to engage with brands, the more important it will become for companies to ensure live chat is always-on 24/7 and working to keep customers engaged and not the opposite. And as more and more customers experience live chat—and enjoy the convenience it offers—the more likely it will be for revenue and customer loyalty to also increase.

Like this? Subscribe to our customer experience blog here.

Also, check out the most recent issue of our monthly customer experience eNewsletter, Dialogue.


Publish Date: August 12, 2016

2021 Buyers Guide Consultancies

Call Center Masters

Giving consulting services to call centers

CC-CMM Certification Institute

CC-CMM Certification


Service Journey Thinking
Service Journey Thinking is a comprehensive approach for improving the experience customers have along the service journey. It considers the service journey not only from the customer’s perspective, but it also examines the components that support the experience, including people, technology, processes and policies. By applying Service Journey Thinking, COPC Inc. helps brands promote greater efficiency, improved performance and reduced cost within their operations. For customers, this means reduced effort, improved satisfaction and enhanced loyalty.
PH: 1.407.304.9032


Genesys PureConnect
Call Centers, Contact Centers and Cloud Solutions Consultancies

Customer Support Asia

Customer Support Asia assures the success of service offshoring initiatives in the Philippines. Our consultancy serves both:
- clients that have service partners in the Philippines, and need to implement a major service initiative (performance/CX improvement, service change, site expansion, etc); and
- clients that desire to outsource services to the Philippines for the first time, and need expert help to qualify an an "ideal fit" partner, and manage an end-to-end service transition

We support both contact center services and "back office" BPO projects, limiting our practice to sites in the Philippines
PH: +1 919 446 5114

CX Central

Contact Centre Specialist Consulting
CX Consult provides specialist contact centre consulting with decades of experience across Australia and Asia/Pacific lead by industry expert Justin Tippett. Services include health checks, optimisation, outsourcing (local and offshore), technology upgrades, strategy and more.

Whether you have a 5 seat contact centre or a large multi-site operation we'll provide you with expert advice to ensure you can achieve your business objectives.
PH: +61 3 9008 7287

ERIC YOUNG ASSOCIATES (Tele-Centre Assist Inc.)

Contact Center Consulting & Profit Improvement (Lean Six Sigma), Inside Sales, Efficiencies, Call Center Audit, Technology & vendor selection, Telephony, Recruiting, Training, Performance Management, Customer Journey Mapping, Software (CRM) Implementations
PH: (416) 498-9440

Lieber & Associates

Contact Center Consulting
Lieber & Associates assists organizations with contact center issues.This includes management, processes, training, and technology. The firm's assessments evaluate and make recommendations for 15 call center areas ranging from call seasonalities to staffing to better use of the telephone systems. Contact center technology services range from new technology selection and implementation to problem-solving and optimization to technical trouble-shooting. Senior consultants have more than 20 years of experience each and are leaders in their discipline. Clients span most business sectors.
PH: +1-773-325-0608

Mpathy Plus

Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.
PH: 08450 569800

Outsourcing Solutions Europe

Outsourcing Solutions Europe is an advisory firm that helps companies to find the right contact center/BPO partner to serve European customers

PCA Advisors Ltd

Contact Center Sales - growth and marketing strategies
I work with contact centers to position their companies to take advantage of opportunities that exist for them. We also work with their existing sales team to improve their communication and hunting skills. 'Growth' is our greatest ability.
PH: 16473286205

Pelorus Associates

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Pelorus Associates is a market research and marketing communications company that assists developers of contact center solutions by providing in-depth market research and by authoring white papers, e-books, and blog posts.
PH: 434-589-2131


We can help You boost Your business results by:

- Building or developing high performing multi-channel customer care operations

- Improving metrics like Customer Satisfaction, Net Promoter Score (NPS), Customer Effort Score (CES), First Contact Resolution (FCR), Customer Retention rate, Inbound conversions

- Developing Your teams' skills to excel front and back-office operations and Customer relations

- Preparing and executing efficient Voice of the Customer and Customer Advocacy approach

- We will help You manage challenges and risks when changes affect people, operations and technology.


PT VADS Indonesia provides consultancies with trainers, modules, a development programs for individuals and/or teams. Types of consultancies provided by PT VADS: Knowledge Process, Transformation Consultancy, Customer Services, Contact Center, Leadership, Interpersonal Development, Motivation, Training for Trainers and Digital Marketing.
PH: 0217991445

SCC Services Group

Contact Center Operations Performance Management
In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.

Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.

Our consulting practice puts emphasis on:

- Contact Center Operational Assessments
- Human Capital Management
- Organizational Structure
- Brand Marketing
- Strategic Planning
- Sales and Customer Care Tra...
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PH: 954-444-3668

The Taylor Reach Group

Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.
Taylor Reach has worked with contact cen...
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PH: 8663343739

Triad Services

Services Triad is a consulting firm with experience in the field of customer relations. He will celebrate his 25th professional anniversary in 2021. His facilitation skills and creativity allow him to work on many transformations related to the operational management challenges of customer contact centers.
With the support of his consulting team, he collaborates to many projects in Canada and abroad for public and private sector organizations. More than 275 consulting assignments and 150 benchmarking studies are part of his curriculum.
PH: 514-738-2197

View more from TTEC

Recent Blog Posts:
Beyond the Bot Buzz: Balance Humans and AutomationJune 2, 2017
3 Steps to Harness the Power of Advanced Contact Center AnalyticsFebruary 13, 2017
Is it Time to Toss Average Handle Time?November 10, 2016
Greet, Love, Engage: Three Paths to a Stress-Free Live Chat ExperienceAugust 12, 2016
Getting the Most From Customer SurveysJuly 21, 2016
5 Customer Experience Metrics to TrackJune 1, 2016
The Ins and Outs of Creating Closed LoopsMay 19, 2016
Customers Don’t Care About Your Quality Assurance ChecklistsMay 2, 2016
Answer Why Questions in the Contact Center to Improve OperationsMarch 14, 2016
TeleTech Research Shines Light on Gaps Between Consumers and BrandsJanuary 21, 2016

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