New Research on Chat as a Support Channel
Support organizations are being challenged to innovate and improve how they assist customers in a world of real-time communications. As service organizations look for ways to get closer to their customers and deliver more effective and efficient services Chat is being implemented more frequently.
Service Strategies recently conducted a study that highlights changes in the use of Chat as a support channel over the previous two years. The report highlights our findings and provides a view of current industry trends. Highlights include:
… The primary motivator for implementing Chat remains improving the customer experience rather than reducing cost.
… The number of respondents using Chat for complex questions increased from 10% in 2011 to 33% in 2013.
… Approximately 30% of respondents indicate that service demand increased with the introduction of Chat.
With over 64% of respondents supporting business to business customers and 89% indicating they support moderate to complex products, the study provides an interesting perspective on Chat support in the technology industry.