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Live Chat Effectiveness

Published: Sep 05, 2013

Pages: 26


2013 research reveals that customers want answers and will use whatever channel gives them the service level they expect. The level of service received heavily influences who they do business with and which communication channel they use in the future when seeking service and support.

Topics covered in this Whitepaper:

  1. Social Media As a Suport Channel
  2. The Perils of Ignoring Email
  3. Loyal Fans of Live Chat
  4. Geography Matters
  5. It's a Multichannel Word

A Few of the Graphical Statistics Shared in this Whitepaper:

  • Contact Method Satisfaction
  • Satisfaction With Wait Times by Channel
  • Preferred Communication Channel (2011-2013)
  • When is Email Preferred
  • Factors Influencing Chat Session Success
  • Preferred Communication by Geography
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