Who's Chatting Now? - Chat Market Adoption




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A growing number of companies are offering chat as a contact channel for customers. In this study, we reviewed more the 40 companies to evaluate the current usage of chat. From our findings, 69% are providing sales or support chat (or both). Companies are looking to utilize this channel and run it cost effectively.

This paper outlines trends in chat customer service including:

  • Which companies have adopted chat over the last 2 years
  • Which leading companies offer sales chat, support chat, or both
  • Challenges customers face when seeking chat assistance
  • How companies try to contain costs when offering live chat
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