My first blog on the subject of Live Chat was short and sweet, but I hope it got you thinking, (if you’re not already doing so) about your Digital Service strategy (read it here to refresh your memory). It ended on the question of understanding what you want to achieve by building Live Chat capability. It’s a key question, as only by understanding what you want to achieve can you truly gauge the benefits it hopefully delivers. At O2, the core reason for develo...
