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Insight Series: Your Live Chat Agent Is Your Brand Ambassador

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Dr. Michael Housman of RapportBoost.AI discusses the live chat agent as a brand ambassador with the ability to gain or lose lifelong customers.

We think that your live chat agent is your brand ambassador. And that presents both a challenge and an opportunity. Every time a customer visits your website, they’re forming an impression of your brand. And ultimately those interactions are an opportunity to gain a lifelong customer, or to lose that customer forever.

That messaging is easy to manage when it’s a single point of contact. Your website, your app, they can be scrutinized and designed by product managers, developers, and engineers. But it becomes a lot more challenging when a live chat agent is handling that interaction occurs across millions of points of contact – across different geographies and different timezones.

Ensuring that brand voice is consistent is crucial to ensuring that visitors experience your brand in the same way over and over again.

Your live chat agents are your brand ambassadors – across all your channels. Is your brand voice consistent?

RapportBoost.AI works with brands who sell online to optimize live chat sales. Our clients can expect to see a significant lift in their web conversion rates, average order size, lifetime customer value, retention rate, customer satisfaction, and lead conversion rates. RapportBoost’s platform can be configured to measure and improve any chat-related outcome important to our clients’ businesses. Very few companies have the machine learning resources and immense, multi-variate data sets required to provide specific, actionable insights to sales personnel. But, RapportBoost.AI does. We are able to test long-held assumptions about best practices and can quantitatively tell your organization how to capture these sales that would otherwise be lost.

Learn more about live chat agent training from the team at RapportBoost.

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Meredith Lackey

About Meredith Lackey

Meredith Lackey is a content producer with expertise in computer networks and systems. She received her B.A. in Philosophy from Hampshire College, and her M.F.A in Moving Image from the University of Illinois Chicago. Her output spans long form writing, B2B and B2C content, and branded video content. Meredith has worked with Tony on creative projects and at Boopsie since 2014. She loves gritty travel experiences where she can learn about diverse people and new trends.

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