The chat channel is growing as a customer service engagement channel, according to a Forrester Research report.
The report titled, “Market Overview: Chat Solutions For Customer Service,” revealed that chat usage rates grew from 30% in 2009 to 43% in 2012, has been widely adopted by all generational segments, and has high satisfaction ratings.
Nearly all companies (92%) say that a good customer experience is one of their top strategic priorities, and 60% say they want to use customer experience as a competitive differentiator....