Greetings:
I'm looking for guidance, suggestions, best practices with regard to the retention
and handling of on-line text chats generated during customer service support
interactions.
The on-line text chat sessions are used to help resolve customer queries and will
also be used to assist our organization in capturing knowledge of trends,
questions and solutions to enhance future customer service experiences and build
a "body of knowledge" to be used by our customer service team.
Our perspective is global, with an initial focus on Canada and the USA.
Cheers,
Irene Gelyk, CRM, ermM
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