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Introduction
Are you delivering quality service every time, everywhere?
Across all industries, digital service as important in their choice Live chat has been around since
transformation is accelerating the of and loyalty to a brand. Of those the 1970s. But today, it’s becoming
pace of business. As customer respondents, 61% have switched the preferred contact channel with
expectations for speed, efficiency, brands due to poor customer service. a forecasted growth of 87% in the
and quality services continue to next 12–18 months. (SuperOffice)
climb, it is increasingly challenging There’s no denying that the way It’s no surprise that with increased
to outpace your competition. an organization resolves customer consumer demands, 77% of
Markets are becoming more inquiries and end-user service customers are more likely to leave a
crowded and by the end of 2020, requests is not merely good website if there’s no option for live
the key brand differentiator will no business, it’s integral to your chat. (Live Chat Support Statistics)
longer be competitor pricing and customer acquisition and retention However, we want to note that
product quality but overall customer strategy. And 52% of brands report there are more opportunities today
experience. (Microsoft State of that technology is the solution that extend the value of external To effectively improve the customer questions. The most effective way requests and inquiries to the right
Global Customer Service Report) that enables them to deliver better chat-based communications. experience, sales, customer service, to do this is not just by enabling team at the right time and place to
In fact, an overwhelming 95% of customer support and service. support, or help desk teams need to web-based chat on your website accelerate time to sale and improve
business professionals in a global (Avanade) But what does that make themselves available with the or an internal help desk portal, but customer satisfaction.
Microsoft survey cite customer solution look like? right tools to communicate and field by automatically aligning customer
