TELUS International: Online Chat white paper

Best Practices: Online Chat Sales – Boosting customer service and sales ROI

Benchmarking study, 2011

Online chat continues to develop as an influential and profit-making customer service and sales delivery method. But even with growing consumer preference, impressive ROI, and often very high customer satisfaction, online chat remains an immature channel. As more consumers go to the web for customer support or online shopping, there is tremendous opportunity for companies that launch online chat well.

Our benchmarking study – Best Practices: Online Chat Sales – shows just how vital certain metrics are to offering an optimal chat experience. TELUS International commissioned the study using an independent consulting firm, SPOT Consulting. Sixty in-depth chat sessions were conducted with six Fortune 500 companies to analyze the qualitative metrics of an ideal online chat sales session.