Kate Leggett says, “Chat as a customer engagement channel is being used more widely today than ever before. All demographics use it widely, even the Older Boomers (ages 57 to 67) and the Golden Generation (ages 68+). Users are satisfied with chat interactions as they can be less painful than a phone call or a self-service session gone awry. Proactive chat  — triggering of chat invitations based on a predefined set of visitor behaviors – is also on the rise, with 44% of  US online consumers saying that they like having a chat invitation appear to help answer questions during an online research or purchase, up from 33% in 2012 and 27% in 2009“.

Leverage the Power Of Proactive Chat For Predictive Engagement

The Forrester Blog

Sharing is caring