Text-based and chat engagement is a great way to support customers, but organizations must learn exactly where and how this is most effective.

Forrester’s latest research shines a light on the crucial customer behaviors around chat-based engagement, as well as how organizations are responding. As the use and types of chat proliferate, companies should pay more attention to their presence on third-party platforms in order to amplify their CX offering. 

Get the full report to learn more about:

• The barriers to uptake of chat among some customers
• Where and how customers prefer to get text-based support from organizations
• The clear areas for improvement across companies’ chat-based channels
• Steps for building a chat strategy that caters to your customers’ needs