Brett Waters

Organisations interacting with today’s consumers face a rare combination of circumstances. Sky-high expectations, unlimited options and the sweeping consumer empowerment driven by social networking have created a force unlike any we’ve experienced before.

There is a phenomenon currently happening in the customer service community and it is generating a massive uptick in the adoption of technology to enable live chat as a customer service best practice. While at first you might be thinking, “chat is nothing new,” significant shifts in behaviour from both retailers and consumers are creating […]