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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.