How Satisfied Are US Consumers With Online Chat?

August 3rd, 2010

Adele Sage

With contributors:

William Chu , Jennifer Peterson , Elizabeth Boehm

Summary

Companies are increasingly offering online chat as an interaction channel for customers and prospects. But how successful are those interactions? Of the 18% of consumers who have used chat, most are initiating the interactions themselves, rather than accepting pop-up chat invitations. But only slightly more than half of consumers who chatted with a representative said that they were satisfied with the experience. And the consumers who said that they didn't get the information they needed via chat were more dissatisfied than those who did. To improve chat experiences, customer experience professionals should focus on what their customers want from chat, hire agents with the right skills, and identify and fix problems with chat interactions.

Want to read the full report?

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.