Chat's Opportunities
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
2 minutes.
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.
SOURCE: EDIGITAL RESEARCH 2015; PEGASYSTEMS, 2015
Curbs site
abandonment
Decreases dissatisfaction
by enabling assistance
Rise in loyalty as
customers engage
Increases likelihood
of conversion
Want to Learn More?
Download the full eBook to discover how to launch, manage, and grow a chat program that will impress your customers, every time.
