Based on a primary research eff ort with more than three hundred companies who are active BoldChat customers, this report takes a close look at how live chat is used and measured in support settings. This report, inspired in part by recently released data from Ovum, had the following goals:
To understand how organizations are using live chat to engage with prospects and customers.
Investigate what metrics are important to organizations using live chat for support engagements.
Learn why they believe live chat helps them to achieve their business goals.
The report concludes that customer satisfaction is the most important metric in use today, live chat can have a positive infl uence on satisfaction, certain live chat features contribute to a fi rm’s ability to achieve high levels of satisfaction, and that maintaining these levels will become increasingly challenging as customers request support through an increasing number of channels.
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Research/Analyst Reports
NEW! Effective Mobile Engagement: This project is undoubtedly the most comprehensive primary research effort ever done on mobile engagement. This report, based on the survey results with nearly six thousand respondents across ten countries draws 5 critical conclusions for firms wanting to engage their mobile customers for either support or sales. Preview Research Report
Live Chat Effectiveness 2013: In its fifth and final year, this report remains the gold standard in research on the efficacy of live chat technology, this year delving into its place in a multi-channel world. Download it today for a set of sound, salient and actionable data surrounding live chat technology. Preview Research Report
Aberdeen Group: Improving Engagement with Multi-Channel Service: This document highlights the key business capabilities that support a Best-in-Class customer engagement strategy. Between September and October 2012, Aberdeen polled 162 business leaders of customer care and customer service. Preview Research Report
the e-tailing group: Chat with the Chatters: In this white paper from the e-tailing group, the question of why some consumers prefer live chat is answered. Find out under what circumstances consumers chat and take a look at their experiences, satisfaction levels and their expectations. Preview Research Report
Live Chat in Support Environments: Based on a primary research eff ort with more than three hundred companies who are active BoldChat customers, this report takes a close look at how live chat is used and measured in support settings. Preview Research Report
Live Chat Effectivness 2012: The gold standard for research on the efficacy of live chat technology. In it's fourth year, we once again explore the attitudes that regular internet shoppers have toward live chat. Again, we find that 1 in 5 shoppers prefers to contact online merchants through live chat above all other methods. Preview Research Report
Email Management: Nurturing or Blowing Up Your Brand [Hornstein & Associates]: Every year since 2001, Hornstein & Associates has conducted an email responsiveness survey. The results as of 2011 were an abysmal 34%. We asked Hornstein & Associates to challenge our customers and their competitors to an even more challenging task. Find out what happens when small- to medium-sized e-tailers are put to this task during the busiest time of year. Preview Research Report
Ante-Up: Live Chat a 'Must-Have' for Retailers [the e-tailing group]: Based on intensive one-on-one interviews with 20 online merchants, Lauren Freedman (President of the e-tailing group) discusses the hurdles to live chat deployment and the best reasons that firms should work to overcome them. Preview Research Report
Live Chat Effectiveness 2011: There are two results in this research report to which retailers should pay careful attention, particularly if they haven't yet deployed chat for their business. Adoption is on the rise generally, and there is a significant population of website visitors who prefer live chat above any other contact method. Preview Research Report
Forrester: Taking Chat International: While the experience of a successful chat implementation at home will provide valuable insight, the biggest risk to a successful international chat deployment is making assumptions that what is true in one market will hold true in another. Preview Research Report
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