New Participant

Exploring Strategies and Campaigns for Phasing Out Help Channels

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Hey there! I’d love your guys thoughts on the kinds of campaigns or strategies you've implemented to phase out your help channels. Any suggestions, insights, or experiences would be greatly appreciated it Haha!

Z

ZacLPL

New Participant

So far this is a struggle for us too, sunsetting calls. Today we are at almost a 50/50 ratio for calls vs chats.

We've given thought to making it harder to call, and announcing the BOT/Chat availability on the queue. It's a cultural shift for us for sure. So taking several approaches including educating the employees and road shows etc.

Would be keen to learn from others experience too.

CaroleEvans

New Participant

How long has it taken you to get to that 50/50 mark? Would love to hear more.

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