Online Messaging: Improving Customer Profitability with Text Chat

The use of chat as a customer service tool has declined over the last two years. New models are emerging, though, that illustrate how online businesses can leverage chat to advance corporate goals. Key Questions What are the common pitfalls of implementing chat and how can they be avoided? Are consumers willing to use chat for common customer support queries? How can chat be used to improve customer profitability and advance site goals? Lead Analyst: David Daniels Contributing Analysts: Patti Freeman Evans, David Schatsky