Live Chat in Support Environments: Useful Features | Impact on Satisfaction

Based on a primary research report with more than three hundred companies who are active BoldChat customers, this report takes a close look at how live chat is used and measured in support settings.

This report, inspired in part by recently released data from Ovum, had the following goals:

  • To understand how organizations are using live chat to engage with prospects and customers.
  • Investigate what metrics are important to organizations using live chat for support engagements.
  • Learn why they believe live chat helps them to
  • achieve their business goals.

The report concludes that customer satisfaction is the most important metric in use today, live chat can have a positive influence on satisfaction, certain live chat features contribute to a firm’s ability to achieve high levels of satisfaction, and that maintaining these levels will become increasingly challenging as customers request support through an increasing number of channels.