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Using live-chat well: a case example and some do’s and don’ts

By Customer experience, Mark Satov

After a lovely Passover Seder at my Mom’s house, my wife and I decided to send some flowers to thank her and otherwise brighten her day. I volunteered to handle the transaction (nice son and husband, I know!) I don’t have a regular florist and am between EA’s at the moment, so I did a quick web search, challenging myself to get this done in less than 10 minutes. To my surprise and delight I beat that time significantly and enjoyed the process, mostly because of a proper use of the chat function by Local Blossom. I write and speak a lot about when and how to use electronic channels and other technology. This player got it right for a few reasons…

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