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.

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Contributing Authors

Managing Director, Management Consulting

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

Senior Analyst I, Customer Engagement and Marcom Expertise Delivery Team

Lisa Schulte helps utilities improve their customer experience, customer care operations, and digital experiences with customer data and feedback...