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Expertise
A client asked us to help them understand how live chat could be utilized as a sales tool while optimizing staffing decisions. Nearly one third of those under the age of 50 are open to chat, so prioritizing a mobile-first experience both pre-COVID and in current times would support the need for a variety of ways to communicate with customers.
Our work showed the client how a human-centered approach matched with the openness of trying a portfolio of communication options created an environment that allowed for quick and effective improvement of customer service and sales. We also identified where the chat experience should be available, and which tasks the chat experience is best suited for; additional information necessary to enhance the chat experience and reduce friction that would cause abandonment; design elements to make the experience more authentic, noticeable, and relevant; and, measures of success to improve the chat experience over time.
Fellow
Jason has a PhD in Human-Computer Interaction from Virginia Tech and is a leader in the CX Practice Area at CapTech. He has over 17 years of UX/CX experience, helping companies design systems that are more effective for customers.
Director
Michelle has 11 years of experience working with clients to provide innovative digital solutions to solve their most pressing business challenges. She has proven experience partnering with executives to optimize call center operations with conversational technology solutions.