State of Chat Report 2021

SnapEngage has always been centrally focused on the feedback and needs of our clients. To better understand our clients’ strategic needs and expectations, we conducted our first ever State of Chat survey.

We are pleased to be able to share the anonymized, aggregated results of this survey in the hopes that it helps you gain insights as you formulate or refine your own chat strategies for 2021 and beyond!

Join us as we share findings from our State of Chat report and share what they mean for businesses across all industries. We’ll cover topics including:

• Post COVID-19: Businesses have moved online for good. Is your chat platform keeping up?
• What the best companies in your sector are doing to deliver exceptional customer experience
• What’s next for chatbots and automation
• Use cases: How your industry peers measure success with live chat
• The massive impact of omni-channel conversations on customer retention
• Looking ahead by industry: The top three channels companies are planning to add in the coming year