PHONE CALLS – when a customer calls a contact center, they may be put on hold to wait for an agent. If the customer gets tired of waiting, they will ‘abandon’ the call before they get through to an agent. Self-Service IVRs and Live Chat can help reduce this. ONLINE: When a customer has started adding items to their shopping basket, they may choose not to complete the purchase and the basket is ‘abandoned’. In many cases, the basket is never retrieved or completed and so the sale is lost. Live Chat is excellent for helping to complete sales.
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