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.
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