Improving Customer Experience and Operational Efficiency with Live Chat

In other industries, customers are getting used to and even starting to prefer live chat as a customer service channel. As customer service continues to shift toward digital channels and the live chat software market grows, more utility CSRs are learning how to address customers through web chat.

When APS implemented web chat in 2018, the utility saw increased customer experience scores and gained operational efficiencies as well. Attend this webinar to learn about the strategy behind the implementation and how APS trained its CSRs to effectively engage with customers through this new digital channel.


  • Kimarie Aycock – Supervisor, Digital Customer Care, Arizona Public Service

Kimarie is a passionate and enthusiastic leader that is committed to improving the customer and employee experience. With 26 years across multiple positions in Customer Operations and Marketing at APS, Kimarie’s current role is to guide the newly formed Digital Customer Care team to deliver exceptional customer experiences through multiple digital channels and customer touch points.

*To view this webinar, please login using your Chartwell credentials and click the "View Resource" button. If you do not have login credentials, click here to connect with Tim Herrick about Chartwell Membership.