Customers are very comfortable using chat for customer service. Usage rates have risen in the past three years — from 30% in 2009 to 43% in 2012 — and we see this increase in all consumer demographics. Chat also has excellent satisfaction ratings, as it allows customers to quickly get answers to questions with a streamlined agent interaction.
Companies have embraced chat because it delivers quantitative cost savings and better customer satisfaction numbers. Chat also helps optimize agent utilization, improve the consistency of service delivered, and can be used to to selectively target customers for increased sales.
The chat vendor landscape is crowded. We surveyed 20 chat customer service vendors for a recent report, and the number of chat vendors is easily triple this number. Vendor categories span from standalone chat vendors, to online engagement solutions who use chat to personalize interactions, to multichannel customer service vendors and CRM vendors who offer chat as a component of their engagement solutions, to unified queuing and routing vendors which manage chat interactions inline with voice, digital, and social interactions. In addition, different vendors target different deployment sizes, industry verticals, and engagement models. In order to choose the right chat solution for your business, you should ask questions like: