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Live chat apps are fast becoming a vital engagement channel, but too often they’re just seen as a way to get costs down, rather than a way to enhance the customer experience and increase sales. The truth is, with the right app, there’s so much more you could be getting from your live chat investments beyond lowering service costs.
Read “How to Select Live Chat Applications for Customer Engagement” to discover the six steps Gartner recommends for selecting a live chat app, and learn why we believe it’s so important to:
- Understand the many use cases for live chat in your organization—and why you need both reactive and proactive chat
- Identify all the customer engagement and knowledge management systems with which live chat should integrate
- Integrate live chat with other engagement channels, including virtual assistants and messaging, to see even bigger benefits
- Make live chat an integral part of your long-term customer engagement strategy
©2018 Gartner Inc. and/or its affiliates. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved. Gartner: How to Select Live Chat Applications Customer Engagement, Guneet Bharaj, Brian Manusama, Nadine LeBlanc, April 20, 2018