Today’s customers are more demanding and have high expectations for customer service. They want a fast and seamless resolution to their problems and are increasingly turning to chat as their preferred channel. This Forrester report provides an overview of the chat vendor landscape, highlighting chat capabilities and support for a broad range of use cases, as well as a decision framework for choosing the right chat solution for your needs.
Key takeaways include:
A summary of chat usage and customer satisfaction rates
A review of how chat meets a variety of customer-related goals