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Update: We originally published this report in 2014. Over the years it’s been quite popular with buyers of call center scripting software and business phone systems, so we decided it was due for a refresh. To that end, we ran the same survey again in 2018. Below you’ll find the original report and side-by-side comparisons of survey results from 2014 and 2018. Customers generally don’t like having to deal with customer service on the phone. In fact, one emotion they frequently and increasingly experience as a result of those interactions i ...
From a business perspective, live chat software offers many functions tailored specifically to the context of online shopping. Customizable triggers, for example, make it easy to automate...