Hi!
We are currently exploring the idea of having a web chat on our website. We are hoping our Call Centre would eventually handle the communication with the patrons through this chat.
I’d like to hear if anyone else is currently using the web chat. How busy is the chat? How did you staff to handle the chat? Etc.
Please let me know if we could connect.
Thanks.
Jessica Klumperjklumper@stratfordfestival.ca
Hi Jessica,
We're currently using webchat on our website. It has been a helpful customer service tool for our patrons. We've noticed that the live chat service gets busy at the same times as the phones and currently our phone volume is much larger so it takes priority over chat (which prohibits it's overall growth). The service we use will only display the chat icon if we have staff logged in and available to take chats so that patrons aren't trying to chat when no one is available.
I'd be happy to discuss any further details.
Anwar Nasiranasir@laphil.org