How to Select a Digital Conversation Solution

Free Live Chat Buyer's Guide

Drive Revenue and Exceptional Customer Experiences

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What are your top requirements in a digital conversation solution?

Live chat is one of the most valuable channels for engaging, converting, acquiring, and retaining customers. However, with so many options to choose from it’s become challenging for businesses to differentiate between vendors and evaluate potential solutions against business goals and requirements.

Use this live chat buyer’s guide to select and rank your business’s priorities, learn more about key considerations to keep in mind, and formulate a list of critical questions to ask potential live chat vendors.


more leads from chat, compared to forms & email


increase in CSAT after implementing live chat


of online prospects prefer live chat for real-time resolutions


of consumers prefer live chat support

What’s Covered in the Buyer’s Guide?


Leverage Chatbots and Humans for 24/7/365 Customer Service

Before going into research and demonstrations, strategize your dream chatbot scenario and ask to see how providers address it. Chatbots can qualify leads, answer frequently-asked-questions, schedule meetings, and more.

Find a Solution Tailored to You and Ramp up Smoothly

Researching, evaluating, and purchasing software and services for your business can be a challenging task. Choosing the best fit solution for your unique needs can and will have a lasting positive impact not only on your sales and customer support teams, but on your entire business.


Keep Your Business Secure and Compliant

One of the most important considerations when researching and evaluating digital conversation providers is your organization’s internal security, privacy, and compliance protocols. These requirements are often non-negotiable and the chosen live chat vendor must comply.

Optimize Performance With Reporting and Analytics

As with any marketing, sales, or customer service endeavor, tracking performance via analytics and reporting is a central, ongoing component of a successful live chat software implementation. Choose a live chat provider that helps you track marketing, sales, and customer service KPIs related to your website chat strategy directly within the chat tool.

Convert and Retain With Integrated CRMs and Help Desks

Integrating website chat with your existing CRM and/or Help Desk makes it easier to convert MQls to SQls, optimizes the chat solution, maximizes the efficiency of your sales and customer service teams, and automates the flow of live chat data directly into your preferred platform(s).


Improve Engagement With Omnichannel Functionality

Sales and customer service teams need to be able to communicate with prospective buyers and current clients wherever they are. today, more and more consumers routinely engage across multiple channels.

Quality Customer Service Is Paramount

It’s also critical to research and understand the post-sale experience and have a well-informed understanding of what kind of support you can expect after you become a client. Luckily, today it’s easier than ever to conduct comprehensive research on a vendor with testimonials, client case studies, third-party software review websites and more.


Increase Engagement With Proactive Messaging

In the world of sales and customer service, the importance of timing cannot be overstated. Selecting a chat software provider that offers advanced proactive messaging capabilities will boost your website chat engagement rate while simultaneously boosting internal efficiencies.

Live Chat Use Cases

Engage Smarter With Chat

There are many things to consider when choosing live chat for your business.
Our expert Live Chat Buyer’s Guide will help you understand top considerations for sales, marketing, and customer service professionals and determine what matters most to your business.

Our 12 page digital download will help you through the process and ensure you choose the right chat based on the criteria that matters most to your business.

State of Chat Report 2021

Free Survey Report

This report is the result of the comprehensive State of Chat survey we ran in 2020 to better understand our clients’ strategic needs and expectations for 2021.

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What’s Your Live Chat Strategy for 2021?

In 2020, we ran an extensive survey of our clients to better understand their live chat expectations and strategies for 2021. We’ve anonymized and aggregated the results so that we can share these insights with you. Respondents are from a variety of industries, including the Information Technology sector, Consumer Discretionary sector, Healthcare, Communication Services and Non-profit sectors, the Financial, and Industrials and Materials.

It’s important to note that we have defined “SMB” as organizations with 1-500 employees and “Enterprise” as organizations with 500+ employees.

We have found that this breakdown aligns well with how companies implement chat. Those with over 500 employees tend to have far more complex use cases, while those under 500 typically have more focused implementations.


use CSAT to measure chat success


use chat to maximize sales conversions


measure chat agent performance


measure chat success by time to resolution

What Questions Did We Ask?

Top Measures of Success

We asked companies to indicate their top 3 criteria used to evaluate the success of live chat. This allows you to understand the strategic goals for live chat by industry as well as see how you compare to your peers.

Top Goals for Chatbot Usage

We asked clients to rate their top goals using chatbots. Again, we have broken these responses out by sector individually and provided a comparison to the baseline average. This allows you to understand how peers in your industry expect to use chatbots.


Live Chat Channels

Next, we asked clients about which digital channels they currently use to communicate with clients, as well as their plans to add new channels in the coming year. As with the previous question, we have broken out results by sector and company size.


We asked about integrations with our API, custom integrations as well as customer relationship management systems (CRM), helpdesk (ticketing) systems and team chat communication systems. Finally, we also asked about plans to invest in custom integrations using the SnapEngage APIs.

COVID-19 impact

When segmented by company size vs. sectors, it’s interesting to note that larger companies were more likely to see COVID-19 increasing their use of live chat.


Live Chat Use Cases

There are many use cases for live chat, and many SnapEngage clients use chat for multiple purposes. Live chat is incredibly effective throughout the customer journey, we asked companies to indicate the ways in which they had deployed live chat

Live Chat Use Cases

What Industries?

The following industries were involved in the survey:
Communication Services, Consumer Discretionary, Consumer Staples, Energy, Financials, Government, Healthcare, Industrials, Information Technology, Materials, Non-profit and Real Estate.

Download the 62 page 2021 State of Chat report to gain insights into trends in chat from your peers as well as gather ideas for your own chat strategy in 2021.

Complex Times Call for Simple Measures

Free eBook

How smart bots, chat, and customizable workflows are key to delivering exceptional digital experiences that don’t break the bank.

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Reach more people across new channels

Around the world, organizations are adopting digital transformation initiatives and investing in new technologies at an accelerating rate. Enterprises across industries are seeking what “digital-first” organizations already know: digital tools that create new growth opportunities, increase competitive advantage, help control costs, and improve operating efficiency.

For complex, customer-centric enterprises — those with multiple lines of business or a presence in multiple markets — digital transformation is more than just backend efficiency. They also need to deliver superior digital customer experiences across all platforms. Because when they do, they can boost customer satisfaction rates by as much as 20-30% and increase revenues by as much as 50%.
Complete the form to download our E-book & learn more.


70% of companies fail to successfully complete largescale transformation programs.


Nearly 80% of organizations use live chat for sales conversations.


55% of marketers are prioritizing more effective audience segmentation and targeting.


90% of businesses experience compliant resolution with bots.

Rapid change drives the rush to transform

Tomorrow will bring new expectations, furthering the need for greater flexibility, agility, and responsiveness of a digitally transformed organization. Direct customer conversations and elevated experiences are vital to competing in an evolving digital-first landscape because getting them right can lead to many positive outcomes.

Undertaking a project to digitally transform the customer experience is increasingly necessary, but it doesn’t come without risk.

Why digital experience development fails

No matter how solid your intentions are for digitally transforming your enterprise, there are some common roadblocks that can get in the way of success.

Take a phased, methodical approach instead

A better approach is to start by understanding the ways in which your business needs to change to deliver improved experiences both to customers and employees.

Digitally transform the smart way and make it stick

For customer-centric enterprises, laying the groundwork for and accelerating digital transformation truly begins with enhancing and elevating the customer experience — and doesn’t have to consume your entire budget.

Smart tools help refine your customer engagement strategy

With these tools in place, you can use them in a number of ways to refine your customer engagement strategy, both in the short term and long term.

complex corporate digital transformation


60% of companies that have undergone a digital transformation have created new business models.

Compete in the digital age with integrated engagement solutions

In today’s rapidly evolving landscape, your enterprise is under immense pressure to deliver seamless, engaging customer experiences across units, teams, and locations. But though many organizations around you may be adding AI and cloud services to streamline and improve processes and help them become more competitive, you may find that a massive investment of time and resources into expensive AI-powered chatbots is beyond your means and comfort zone.

Instead, to compete in the Digital Age, you can take a more cautious, measured, and strategic approach to your operations…

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BPO Secrets: Co-Existing With AI

Free eBook

How BPO call centers and answering services can create human-chatbot harmony and outperform in the age of AI.

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Staring Down an Existential Crisis

Enterprises have long looked to business process outsourcers (BPOs) to handle front-line customer support, incremental revenue programs, and lead generation efforts because outsourcing these services is essential to free up in-house resources so they can focus on more strategic activities.

But as a new generation of artificial intelligence (AI) powered chatbots and customer engagement systems emerges, many BPO companies and even internal contact center leaders worry that technology will replace the need for qualified, well organized, human-powered customer support and engagement teams that are core to their business. Complete the form to download our E-book & read more.


Over 50% of customers expect a business to be “open” 24/7.


89% of customers expect a response to their email within an hour.


66% of customers who switch brands do so because of poor customer service.


More than 70% prefer to communicate through channels like live chat and text

New Challenges Create Uncertainty

Rapidly evolving customer expectations

To say that customers today are more demanding than ever is an understatement. They expect immediate attention, no matter the time or day.

More CX emphasis, less brand loyalty

These days, customer loyalty feels like a thing of the past. Recent research suggests that by the end of this year, customer experience — more so than price and product — will become the biggest brand differentiator.

Rapid scaling for sustainable growth

As enterprises look to grow their customer bases and geographic footprints, they need resource pools and systems that can expand with them. Now that there are more personal devices and more ways for customers to connect and interact with brands than ever, providing the responsive,


Chatbots help save customer service costs by speeding up response times, freeing up agents for more challenging work, and answering up to 80% of routine questions.

Laying the foundation for a long-term shift

As a trusted BPO partner, you’re in a unique position to leverage what you learn about chatbot technologies and act as automation advisors, helping your enterprise customers adapt to and meet ever-growing demands for AI. By integrating chat technologies into your processes now, you can maintain the advantage by setting the pace of progress at which your customers move toward AI and mostly humanless operations and advising on best practices. In other words, what you sow in the next year or two before AI reaches its full potential can have far-reaching implications five or ten years down the road, when AI is more firmly established.

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