Trends Report

The Six Key Elements Of Proactive Chat

Evolve Proactive Chat To Proactive Engagement

October 2nd, 2014
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
With contributors:
Stephen Powers , Brendan Witcher , Tony Costa , Zia Daniell Wigder , Victoria Boutan

Summary

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.

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