The way in which BCC uses its customer contact channel ‘Live Chat’ can only be described as progressive in retail land. They don’t answer chat sessions from the central customer contact centre, but live from the shops. At the so-called ‘Chat points’. Customers love it, both customers who come to the shop as well as customers who shop online die online.
Livecom interviewed its customer BCC about this service: about how they come up with this idea, how they deploy it and about results, learnings and next steps. We from Livecom also give our view of this new phenomenon. To let the online and offline experience melt together further and further.