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Online chat gives Optus sales a lift

Adam Bender | Feb. 25, 2013
Optus has reported a "huge uplift" in sales conversions since introducing a predictive live chat feature to its website, said Optus head of online, Chris Smith.

Live chat is currently only available on the Optus website, but does work on tablets. Smith said Optus plans to add a mobile chat feature for smartphones in the future, but he couldn't provide a timeframe.

Kannan said customer service at many companies is "stuck in the '80s." While there is awareness of customer service gaps, addressing the problem is not always at the top of a business's agenda, he said.

Kannan discouraged companies from adding more customer support channels like social media. "Most people don't do a great job with existing channels, so why would you add one more?"

"The successful customers that do service really well" have "very little questions raised on social media because the [other] channels work," he said.

Smith agreed that social media is often a channel of last resort.

"It's a very powerful medium for taking customers from not being advocates [of the company] to being advocates."


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