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