In a recent blog post, Forrester principal analyst Kate Leggett discussed that customers are embracing more communication channels as they engage brands online. Leggett revealed that consumers are contacting companies more frequently, and are looking for easy and effective communication channels to get to the answers they need. The post highlights that one of the channels that continues gaining popularity among consumers is chat – “Online chat adoption continues to rise – from 38% in 2009 to 43% in 2012 to 58% in 2014.”
Delivering great quality support across digital engagement channels is a key priority for many organizations, and chat is a great technology to help achieve this goal. Beyond support, organizations need to consider chat as a key digital engagement tool that allows them to connect with their customers across the entire digital journey — from sales to support. Moxie Chat customers report an average of 400% increase in order size when engaging customers online.
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