The Future of Chat-Based Engagement
Learn where and how to use text-based support with your customers
The uptake of chat-based engagement presents a major opportunity. However, most organizations are not making enough effort to ensure chat rooms are easily discoverable, functional, and efficient.
Forrester’s latest research shines a light on the crucial customer behaviors around chat-based engagement, as well as how organizations are responding. As the use and types of chat proliferate, companies should pay more attention to their presence on third-party platforms in order to amplify their CX offering.
What you will learn
- The barriers to uptake of chat among some customers.
- Where and how customers prefer to get text-based support from brands.
- The clear areas for improvement across brands’ chat-based channels.
- Steps for building a chat strategy that caters to your customers’ needs.