Chat adoption metrics continue to soar in all forms and sizes of business. Some of the most impactful statistics relate to levels of customer satisfaction and sales conversions. Companies that have implemented chat as a customer service channel have seen 34% greater annual improvement in customer satisfaction rate and 2.4 times greater annual increase in cross-sell and upsell revenue.
It is no coincidence that these two business drivers impact a company's decision to implement chat but are also two phases of customer engagement involving the highest degree of compliance risk.
The reality is, regardless of the channel, the things said to convince people to buy—or to address customer issues—can often be the root cause of escalations: escalation up your management food chain and up the regulatory food chain.
The good news is that just as for the communication channels that came before chat—voice and web—proactive monitoring of these types of chat interactions can be easy.
This week we formally launched our integration to monitor chat interactions on the Olark platform. We are excited about bringing compliance monitoring to the many Olarkers out there!
Learn more about our partnership with Olark by visiting our Partners page.