Best Practice Report

How To Diagnose Channel Performance Issues In Chat

 and  four contributors
Sep 14, 2022

Summary

When chat programs struggle, understanding the root cause can be challenging. Customer service leaders should adopt a diagnostic mindset to step through the four most common issues that plague chat programs: high abandonment, low issue resolution, low efficiency, and poor adoption. This report helps customer service leaders identify the root cause of (and resolve) their challenges with chat.

Log in to continue reading
Client log in
Welcome back. Log in to your account to continue reading this research.
Become a client
Become a client today for these benefits:
  • Stay ahead of changing market and customer dynamics with the latest insights.
  • Partner with expert analysts to make progress on your top initiatives.
  • Get answers from trusted research using Izola, Forrester's genAI tool.
Purchase this report
This report is available for individual purchase ($1495).