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How Service Providers can Encourage Consumers to use Chat Integration Software

How Service Providers can Encourage Consumers to use Chat Integration Software

Posted on 25/01/2018

Research by
IMImobile reported that “voice channels still accounted for 71.4% of all [customer service] interactions” with web chat accounting for 9.8%, when contacting TV, broadband, mobile phones, utility and bank providers. However, with eConsultancy’s research finding that web chat software has higher satisfaction rates than telephone, are these providers promoting the use of their chat integration enough? If not this is how they can encourage consumers to use the digital channel.