Best Practices for Making Live Chat a Must-Have Engagement Channel

Archived Published: 29 October 2015 ID: G00270700


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Live chat is increasing in popularity as a preferred customer digital engagement channel, today representing 2% of overall interactions, and growing to 10% in 2018. IT leaders should follow these best practices to fulfill customer expectations of convenient, fast and meaningful engagements.

Table of Contents

  • Introduction
  • Analysis
    • Proactively Craft the Customer Service Journey by Offering Personalized Live Chat on Your Website and Within Your Mobile Apps
    • Consider Live Chat as Part of an Overall Long-Term Customer Engagement Strategy
    • Set Up a Comprehensive Knowledge Base to Provide Consistent Responses to Customers and to Support Multiple Simultaneous Chats for Agents
    • Articulate How You Want to Organize the Handling of Live-Chat Sessions in Your Customer Engagement Center
    • Understand the Importance of the UI Design for Both Customer and Agent Window Alike
    • Start Small and Continuously Measure Your Performance
  • Case Studies
    • Total Gym Fitness
  • Gartner Recommended Reading
© 2015 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartners research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

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