Chat as a Support Channel Report

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Complimentary Research Report

Chat as a Support Channel
A Study of Chat Support in Technology Services

Service Strategies recently conducted a study that highlights changes in the use of Chat as a support channel over the previous two years. The report highlights our findings and provides a view of current industry trends. Highlights include:

...The primary motivator for implementing Chat remains improving the customer experience rather than reducing cost.

...The number of respondents using Chat for complex questions increased from 10% in 2011 to 33% in 2013.

...Approximately 30% of respondents indicate that service demand increased with the introduction of Chat.

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Chat as a Support Channel - A Study of Chat Support in the Technology Services Sector.