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Whitepaper

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.
  1. Client support and service via Live Chat and WhatsApp
    Case Study

    Client support and service via Live Chat and WhatsApp

    Acting as the main client service interface for Swiss Post agents, Unblu enables diverse means of engagement through either embedded features or dedicated APIs. The implementation of WhatsApp marks the latest milestone in this ongoing project, which also includes phone support, live chat, and written requests.

  2. Private Banking in Belgium
    Case Study

    Private Banking in Belgium

    A leading private bank in Belgium implemented Unblu co-browsing to augment the way advisors sell products through their banking websites.

  3. Supporting local customers with their financial goals
    Case Study

    Supporting local customers with their financial goals

    Discover how SZKB and 80% of Swiss Cantonal Banks are using Unblu co-browsing solutions to enable call center agents to increase efficiency and quality of service.

  4. Pax Insurance - Enhancing Hybrid Consulting
    Case Study

    Pax Insurance - Enhancing Hybrid Consulting

    Pax Insurance, a leading Insurance provider in Switzerland has selected Unblu to support them in enhancing both its direct sales and broker network strategy.

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