Live Chat Customer Service: End of the ‘I’m on Hold’ Era
Valerie Weil helps Chad with a cable outage at the same time she lets Paul know an upcoming Steelers game will indeed be broadcast in high definition -- and she does it without speaking a word to either. Weil is an "e-care" customer service specialist in Comcast's North Fayette, Pa., call center, which a year-ago October started offering a "live chat" customer service option. Essentially the same as instant messaging, it lets users and customer service agents communicate back and forth on the Internet in real time.
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