Companies using live chat as part of customer interactions enjoy superior results than those who don’t. These results span cost reduction, revenue growth, and most importantly, customer satisfaction.
This Aberdeen Group report highlights the performance gains enjoyed by companies using live chat as a key part of their customer interactions. It also illustrates how savvy live chat users maximize returns on their technology spend by establishing a continuous improvement system that helps them fine-tune their activities based on customer needs and wants.
- Live chat users enjoy 9 times greater annual increases in agent utilization rates, compared to non-users.
- 54% of live chat users miss out on opportunities to maximize their performance.
- Savvy firms are 78% more likely to train and coach agents to ensure continuous success of their live chat program.
- Savvy live chat users are 55% more likely to minimize repeat customer contact.
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