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How Chat is Revolutionizing Customer Service

Summer Naomi InteriorSummer Naomi Interior | October 23, 2019

Let’s Chat.

About Chat, that is. On this week’s ‘Sweets of CX’ Podcast, CloudCherry’s James Gilbert got to sit down with a true millennial expert on how Chat is revolutionizing Customer Service. Kaye Chapman is the Learning & Development Manager at Comm100, an internationally-experience writer and trainer, a Contact Centers Specialist, and this week’s honored guest.

So, why should people use Chat? From the Customer’s side of things, Kaye believes, “There’s really something around Chat’s capabilities in terms of it being really a very rich multi-media platform to better communicate, meaning to build stronger customer relationships.” And- from the Business side? “I think one of the really great things about Chat is its potential for Organizations to better get to grips with their customer data, and to do things like implement AI in the future.”

Kaye goes on to share how Chat can create smoother and simpler processes (in a whole lotta’ ways), some good pointers on Implementation, the importance of integrating it with other Systems, some common mistakes to avoid, and a host of other valuable goodies you won’t want to pass up.

And, what brand has wowed our Chat Expert? It’s an online, European Pharmacy called Viata, who earned her praise by working hard to simplify interactions, particularly for older customers. Making life easier for audiences of ALL ages? Now, that’s something worth chatting about.

You can find this interview, and many more, by subscribing to ‘The Sweets of CX’ Podcast on iTunes. If you don’t use iTunes, you can listen to every episode by clicking here.  Or find us on SoundCloud, Spotify, Stitcher, YouTube, Google play, Spreaker, and more.

Kaye Chapman’s Bio:

Kaye is Comm100’s Learning & Development Manager, an internationally-experienced writer and trainer, and an MA student at University College London, the world’s #1 center for Education and Social Science. Kaye has worked with Fortune 500, governmental and private firms across the world to advance customer service operations and embed leading learning and development strategy. As a specialist in Contact Centers, Kaye is passionate about using technology and training to improve experiences for customers and employees alike.