Best Practice Report

Best Practices: Web Chat For Investors

What Real Investors Say About Web Chat Experiences

May 28th, 2020
JW
Jennifer Wise
With contributors:
David Truog , Senem Guler Biyikli , Amanda Chen , Shayna Neuburg

Summary

Investment firms aim to offer web chat experiences that meet investors' expectations and drive use of the channel. To see how they stack up, we assessed the chat feature on eight investment firms' websites and tested these features with real investors to identify what they want, what works, and what doesn't. This report for CX and digital experience professionals explains investors' expectations and why they want to engage with web chat and highlights best practices we uncovered for creating successful web chat experiences.

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