In the world of customer service, voice is still king with 73% of customers using voice but the growth of alternative channels such as chat is booming. A recent report from Forrester Research states that chat usage rates as a customer service engagement channel have grown from 30% in 2009 to 43% in 2012. Chat will continue to grow as it often provides a better customer experience and it is more cost-effective for businesses. But, for companies implementing chat, it’s important that any solution is integrated with other customer service channels to deliver an omnichannel experience that satisfies customers instead of frustrates them. To do this, businesses must ensure that chat doesn’t become yet another stand-alone information silo that’s disconnected from other channels like IVR, online and mobile.
The Forrester Research report is a great resource for businesses considering chat. Market Overview: Chat Solutions For Customer Service discusses what’s involved delivering an omnichannel chat experience and provides a wealth of information about chat solutions including 7 Chat. You can get a copy of the report here.