Save or Share this Report

For eBusiness & Channel Strategy Professionals

The Six Key Elements Of Proactive Chat

Evolve Proactive Chat To Proactive Engagement

October 2, 2014

Primary author headshot

Authors

Why Read This Report

Online consumers demand effortless engagement, which often means live help for pre- or post-purchase questions. eBusiness leaders increasingly deploy proactive chat to deliver effortless engagement experiences. Proactive chat also helps increase customer satisfaction, conversion rates, average order values, and top-line revenues. This report highlights the rise of proactive chat and how it is evolving to leverage predictive analytics, which eBusiness and channel strategy professionals can use to engage customers at the right time and with the right offer, while driving revenue uplift and increased customer satisfaction.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Want to know what will happen in 2020? Visit Forrester's Predictions 2020 Hub, where you can read what's coming next in marketing, customer experience, technology, innovation, and more.

Purchase Report

This report is available for individual purchase ($499 USD).

Purchase

Table of Contents

  • Chat: Critical To The Promise Of Differentiated Customer Experience
  • Evolve Proactive Chat Using Next-Generation Strategies
  • Six Key Elements Of Proactive Chat Require Ongoing Refinement
  • RECOMMENDATIONS

  • Build A Chat Strategy With A View Toward The Future
  • Supplemental Material
  • Related Research Documents

Recommended Research