Chat is quickly becoming one of customers’ most preferred self-service channels. In response, businesses are racing to implement chat services so that they can effectively and efficiently answer incoming inquiries on their customers’ terms.
Chat As a Preferred Channel
By 2018, non-voice or digital services will grow to account for an estimated 42% of total market size.
SOURCE: MARKET TRENDS, 2014
Average handle time of just
SOURCE: BENCHMARKPOTRAL.COM, 2015
44% of all contact centers now support web chat capability.
SOURCE: DIMENSION DATA, 2016
Live chat has the highest satisfaction rate, and was rated as the easiest form of communication.
SOURCE: DIGITALRESEARCH, 2015
The Benefits Are Clear
Customer satisfaction for chat is 73% with average handle time being the second fastest after self-service.