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The Live Chat Buyer’s Guide: What to Look for and How to Ask

The Live Chat Buyer’s Guide: What to Look for and How to Ask

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Introduction

Adding live chat to your customer engagement strategy is a wise move. It’s good for your customers, who prefer to chat with you online over calling or emailing, and it’s good for your customer experience program because it’s more personalized, more scalable, and more cost-effective. Live chat offers greater convenience while boosting loyalty, increasing conversion rates on your web properties, saving money, and improving customer satisfaction.

If you’ve never used chat before, it could be hard to know where to start, and hard to differentiate between offerings. We think we can help with that.

After thousands of implementations for tens of thousands of agents, we’ve learned a lot about getting started and being successful. We’ve massaged that experience into this handy guide to help you through the process. We’ve even included an RFP template that you can use to compare vendors.

If you’re not 100% sold on live chat yet, see section 1 below, The Top 5 Benefits of Live Chat. Otherwise skip past it and start with section 2, Assessing Your Needs.

We hope you find it useful.

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