Summary
Consumers like the immediacy of chatting with agents on a company Web site, but they aren't satisfied with the experience. To identify ways for improving these experiences, Forrester applied its Click-To-Chat Interaction Review methodology to a number of different companies. We found good examples in all 10 of our criteria that cut across three categories: value, presentation, and trust. To uncover problems, firms should apply Forrester's review methodology to their own chat interactions.
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).