Customer Success Matters

The Competitive Advantage of Integrating Self-Service and Live Chat

Posted by Don Davidge on Oct 27, 2016 1:00:00 PM

Studies show 60% of customers hate waiting longer than a minute for support. We have heard the statistics that live chat increases both conversion and customer satisfaction. Now with the rise of self service technology web self-service use has increased to 76% in 2014, up 9% from 2012, Forrester research data shows. You may be wondering if self-service or live chat is more beneficial to your customers, to that, we say why not both?

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Topics: answerdash, predictive self-service, SnapEngage, Live Chat