The US Contact Center Decision-Makers’ Guide 2017

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Get free access to the most comprehensive study of virtual chat and artificial intelligence. Analyst firm Contact Babel joined forces with HGS to answer questions like these:

  • How much does web chat cost? And at what point in the buyer journey should web chat be used?
  • What’s the right number of concurrent chats?
  • Should web chat be used for sales advice or service requests?

Over 70% of customers rate ‘ease of use’ and ‘simplicity of process’ as most important when communicating with any business.

Web chat is experiencing strong growth in the US, with the proportion of interactions rising to 5.3% on average in 2017.

17% of respondents have a wait time for web chat of lower than 10 seconds.