Download  Chatting It Up: Web Chat Implementation and Best Practices (PDF)

By implementing web chat, utilities can provide an additional contact channel for their customers to receive instant service and improve the customer experience.

The content below contains hyperlinks. To follow the links, download the PDF.

Excerpt available for download

Excerpt available for download

Contributing Authors

Director, Customer Engagement Solutions

Jeffrey Daigle is an expert on contact center operations, customer experience, channel design, operations, digital engagement, and journey mapping...

Senior Analyst, Customer Engagement Solutions

Lisa Schulte is a research analyst for the customer experience (CX) team at E Source. With a background in market research and customer insights,...