Live Chat in Support Environments |  |  | | Active in social media and use it to support customers who contact us through social media | |
| Monitor social media and encourage contact through other channels | |
| Monitor social media, but don't actively engage with customer | |
| Don't monitor or participate in social media | |
| |  |
Based on a primary research effort with more than three hundred companies who are active BoldChat customers, this report takes a close look at how live chat is used and measured in support settings.
 The report, “Live Chat in Support Environments” concludes that customer satisfaction is the most important metric in use today, live chat can have a positive influence on satisfaction, certain live chat features contribute to a firm’s ability to achieve high levels of satisfaction, and that maintaining these levels will become increasingly challenging as customers request support through an increasing number of channels. The report was based on survey data: - Completed by more than 400 respondents representing more than 300 unique companies.
- The respondents were from all over the world with a majority (83%) being from North America, 10% from Europe, and the remaining 7% from elsewhere.
- The respondents were from companies of all sizes – from small mom and pops to international enterprises.
This report is free to download and can help businesses better understand how to improve customer satisfaction through chat. Download Live Chat in Support Environments today. | |
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