Forrester Research: Making Proactive Chat Work

Maximizing Sales And Service Requires Ongoing Refinement

Implementing proactive chat can be a complex process that requires aligning multiple business areas. However, a successful proactive chat implementation doesn’t end with a check mark next to the word “done”; savvy eBusiness professionals understand that proactive chat success requires ongoing refinement of the business rules that will trigger chat invitations, staffing, and customer experience.

• Increased average order values
• Reduction of abandonment on product or sales pages
• Customer service cost reductions
• Sales of high-touch products
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