May 19, 2017

Let's Talk About Chat

Chat Interactions Up 33% Since Last Year: Apptentive Study

Apptentive

Chat is hot. This study from in-app messaging vendor Apptentive found a 33% increase in interaction rates among its customers in the past year: that is, companies went from interacting with 9% of their customers to 12%.  Response rates also inched up from 62% to 65%. The report has some other interesting stats but most useful was a link to this SearchMarketingDaily article, which reported 70% of chatbot interactions ultimately require human intervention and itself linked to other related studies.

Read More

21% of Companies Don’t Respond to Chat Requests: SuperOffice Study

SuperOffice

Of course, chat is only useful if someone answers. CRM vendor SuperOffice tested 1,000 companies and found that 21% didn’t respond to live chat support requests during business hours. Other best practices are also widely ignored: 23% of companies don’t ask for contact information before starting a chat, 45% don’t ask for feedback after the chat, and 55% don’t offer transcripts. Ironically, I couldn't find a chat option on SuperOffice’s own Web site. .

Read More

Tagove Chat System Offers CRM as Add-On

Tagove

Tagove offers tools for video, voice, and text chat along with related features such as screen sharing and co-browsing. It has just added an integrated CRM to store conversation results and do other CRMish things like lead management, task creation, and outbound emails. It seems like buying a car from your windshield wiper manufacturer. Is CRM really that much of a commodity?

Read More

Save

Save

Save

Save

Share: https://www.cdpinstitute.org/newsletter/Blog195/05-19-17-Let-s-Talk-About-Chat

The CDP Institute educates marketers about the issues, methods, and technology used to manage customer data, with a special focus on Customer Data Platforms. Join the CDP Institute for free access to valuable information and insights.

Signup

Join Now

© 2017 CDP Institute. Privacy Policy | Terms of Use