June 2016 - ICE Blog


Top 4 Benefits of a Pre-Chat Survey in Live Chat

by Matt Rocco | published on 06-30-2016

A pre-chat survey enables the collection of visitor information prior to the chat session beginning and quickly route the session to the agent most qualified to manage the chat. It is beneficial in service and support scenarios because visitors already expect to provide initial information to have their issue resolved. Some sample pre-chat survey questions […]

Live Chat: How Long Can You Keep Customers Waiting?

by Jim Iyoob | published on 06-23-2016

Online shoppers have proven time and again that they’re not the most patient group, and it’s tough to blame them. With so many alternatives just a click away, it’s crucial to ensure that your website’s support tools are both accessible and responsive at all times. This ranges from e-mail and phone communication to your live […]

The Effects of Live Chat Integration on the Customer Experience

by Jim Iyoob | published on 06-15-2016

A great customer experience can enhance the value and length of the consumer and merchant relationship. Each product in a marketplace has to be a better or more affordable substitute, tying commercial success to service. Businesses that roll out sophisticated customer experience tactics to add value to their offerings with giveaways, enhanced services, loyalty-based bonuses, […]