We assess new text chat software from our lab.
Some improvements are already on the way.
One company that uses the software for customer service is Bearskin Airlines, which offers flights around northern Ontario. When we visited Bearskin's Web site shortly after completing the test drive, we used the software to chat with an agent. The agent mentioned that four reps are available on weekdays to answer all types of live text messages from customers, such as the number of flights the airline offers between, say, Thunder Bay and Sudbury. Bearskin has been using cs-live HelpDesk since the middle of December 2000.