We recently published a benchmarking study in which an independent team conducted 60 in-depth chat sessions with six Fortune 500 companies to analyze the key drivers of an ideal sales chat session. That same team read hundreds of live chat transcripts and developed a framework for measuring the quality of service. The initial publication was considered innovative by TELUS International clients, the analyst community, and members of the media.
To this day, the study entitled Best Practices: Online Sales Chat – Boosting Customer Service and Sales ROI and its related webinar Best Practices for Chat ROI remain some of our most popular downloads. The inaugural study marked the beginning of a series of TELUS International thought leadership pieces on how companies can operationalize high-value chat channels.
Recently we’ve received requests for an update on the market’s adoption of live chat by leading consumer-focused companies. These companies sell to an increasingly younger, hyper-connected generation of consumers and often experience significant website traffic and call volumes. Our initial research showed that chat usage was limited, even with its well-documented benefits. This paper outlines new trends in customer service support and documents the increasing usage of live chat in the last two years.