In a competitive business environment, the savvy organization knows that the lifeblood of their company lies in the veins of customer satisfaction. The way to outperform the competition is by going the extra mile to impress your customers. With this in mind, the importance of live customer service and engagement cannot be overstated.

Irrespective of industry, businesses are using different channels and products in the race to provide the

Quickest

Simplest

Most accessible

form of support.

Of these many methods, one channel stands out among the rest in almost every respect: live chat software.

Live chat has the highest satisfaction rates among all support channels. But live chat is more than just support, it can also help boost sales. It is more effective than conventional cold calls and emails because of its less intrusive style. In fact, live chat is being used more extensively for sales than for support now.

We've gathered data from 140 live chat users across 10 industries, then analyzed the data to find out how we could provide superior customer service. Some of the questions we've tried to answer include:

Which companies are suited to use live chat?

When should a company adopt live chat?

What business goals can best be achieved with live chat?

How much should a business invest in a live chat software?

What ROI can be expected?

What's the human resource requirement to implement live chat effectively?

More such questions are answered by our findings.