Why Your Customer Experience Strategy Needs to Include Live Chat

The competitive landscape across most industries today is characterized by flooded marketplaces that leads to increased buyer empowerment. As it becomes increasingly difficult to differentiate at the product and feature level, brands have turned to customer experience to create competitive advantages. In fact, research shows that 89% of companies plan to compete on the basis of customer experience next year.

Two basic fundamentals that consistently define a positive customer experience are speed and convenience. Live chat’s upward trend in adoption and usage, especially among millennials (see How Demographics Impact Live Chat), is a direct result of delivering on these two core needs among buyers.

Our friends at Software Advice, the customer experience reviews business, recently released the below infographic to further illustrate why brands should adopt live chat as part of their overall customer experience management strategy.

“Whether it’s improving customer service, boosting the end-user experience or helping customers make purchase decisions, live chat software for business tackles it all—without breaking the bank.” – Software Advice

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