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For Customer Experience Professionals

How Satisfied Are US Consumers With Online Chat?

August 3, 2010

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  • By Adele Sage
  • with Elizabeth Boehm,
  • William Chu,
  • Jennifer Peterson

Why Read This Report

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.

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  • Consumers Mostly Initiate Chat Interactions
  • Consumers Mostly Initiate Chat Interactions
  • Consumers Who Didn't Find The Info They Needed Were More Dissatisfied
  • Consumers Who Didn't Find The Info They Needed Were More Dissatisfied