What’s your strategy for the new year?
SnapEngage has always been centrally focused on the feedback and needs of our clients. We solicit this feedback in many forms. In 2020 we ran an extensive “state of chat” survey to better understand our clients’ strategic needs and expectations for 2021. In our upcoming webinar on the state of chat in 2021, we’ll dive into this data with you, and take Q&A.
Our survey asked 25 strategic questions, covering everything from measures of success to goals and plans for chatbot usage. We have aggregated the responses and broken them down both by company size and industry. This allows you to compare your own chat strategy directly with your peers, either by size or industry.
We hope that by looking at this data, you will gain insights or ideas that will apply to your own strategy as you look at the year before us. For example: seeing that many of your peers have started deploying chatbots, you will understand how they are using the bots, and what they hope to do in the future; it may also give you confidence to start exploring this technology if you haven’t already.
The following industries were involved in the survey:
- Communication Services
- Consumer Discretionary
- Consumer Staples
- Information Technology
- Real Estate
Just a taste of what this report contains: It may interest you to note that the Industrials sector had the most “balanced” overall use of chat – using it for all aspects of the customer journey from sales/marketing to customer service and technical support. Industrials companies were also most likely to see live chat as a key to unified customer experience (CX) – so it is not surprising that they use it across all teams and use cases.
Come join us at our webinar on this topic where we will review some of the highlights of the report and share the data with you (if you haven’t already downloaded it). After presenting the highlights, we will take Q&A about any of the topics discussed, and also generally try to answer your questions about preparing for 2021.