TELUS International: Chat Market Adoption white paper

Live Chat Market Adoption – Who's chatting now?

Released Sept 2012

A growing number of companies are offering chat as a contact channel for their customers. In this study, we reviewed more the 40 companies to evaluate the current usage of chat. From our findings, 69% are providing sales or support chat (or both). Companies are figuring out how best to utilize this channel for their purposes and how to run it cost effectively.

This paper outlines trends in chat customer service including:

Which companies have adopted chat over the last two years
Which leading consumer-focused companies offer sales chat, support chat, or both
Challenges customers face when seeking chat assistance
How companies try to contain costs when offering live chat