Best Practice Report

Use These Three Principles To Drive A Successful Chat Program

July 8th, 2022
Christina McAllister, Senior Analyst
Christina McAllister Senior Analyst
With contributors:
Ian Jacobs , Hailey Colin , Wesley Patterson , Tiffany Do , Shayna Neuburg

Summary

Chat experiences are easy to deploy but difficult to master. With new dimensions like managing concurrency, forecasting digital demand, and revising hiring profiles to suit the channel, operations leaders should not fall back on voice best practices. This report outlines the essential considerations for customer service leaders who are deploying a new chat channel.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.