Which functionality should the consultant recommend to address the problem?

Universal Containers’ customers prefer speaking to a live support agent for complex product issues. This results in a high volume of phone calls and customer dissatisfaction about long hold times.

Which functionality should the consultant recommend to address the problem?
A . Embedded Chat window
B . Contact requests
C . Web-to-Case

View Answer

Answer: A

Explanation:

To address customer dissatisfaction with long hold times for phone support, embedding a Chat window on the company’s website or customer portal is recommended. This provides an alternative real-time communication channel, allowing customers to quickly connect with live support agents for complex issues without the need for phone calls, reducing wait times and improving customer satisfaction.