How Will Chat Become More Effective for Businesses and Their Customers in the Future?

Kevin Payne | January 29, 2016

Customers around the globe have fallen in love with the ease of use and quick response times provided by chat technology. In fact, eDigital found that 73% of customers prefer chat over phone or email. However, service expectations are continuing to rise, and customers are seeking more personalized and seamless chat interactions. It’s no longer enough to simply offer chat; you need to deliver a differentiated experience.

Businesses are investigating different ways in which they can make chat better for their customers, while continuing to benefit from the increased productivity cost savings provided by the chat channel. But how exactly are they planning on achieving this balance?

In the January issue of the [24] Point of View, we posed the following question to five insiders:

What initiatives do you see companies taking in the next 24 months to make chat effective for both themselves and customers?

We received some interesting responses, including recommendations on how to combine customer preferences and technology to create an optimal experience.

Click here to read the views of Esteban Kolsky of thinkJar, Aphrodite Brinsmead of Ovum Research, Andy Morrow of AT&T, Dan Miller of Opus Research, and [24]’s Leslie Joseph.