Trends Report

Market Overview: Chat Solutions For Customer Service

Twenty-One Solutions For Delivering Differentiated Experiences

July 10th, 2015
With contributors:
Stephen Powers , Arelai Ephraim , Ian McPherson

Summary

Customers demand superior service and support as the price for their ongoing loyalty and patronage, and they are increasingly leveraging the chat channel for customer service. The chat vendor landscape is mature and crowded. Many vendors offer a range of chat capabilities and support a broad set of usage scenarios that application development and delivery (AD&D) pros supporting customer service operations can choose from. This report spotlights the capabilities of 21 chat vendors and offers a decision framework for choosing the right type of chat solution for your needs. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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