Live Chat Service with Customers

@Dinos This is just a curiosity. You stated “I’d like to implement live chat into the process of communication with customers.” I may be reading to much into this but that sounds like a decision that has already been made.

How do you make that decision if you don’t know the level of the efficiency of the software/process?

From a customer perspective, I can tell you that I’ve been much more satisfied working with a representative via live chat (internet) rather than just phone. The rep. can see what’s happening rather than just my description if he has access or I can send him screen shots or data. The technology and security issues are outside the scope of this forum. But the bottom line is that quality is about satisfying customer needs and expectations and SS is a proven methodology for doing it better. We start with a clear and specific problem definition. So first and foremost, define the problem and do DMAIC rather than jumping to the improvement solution. You might end up with live chat. Or maybe something else.