How Can Live Chat Improve the Customer Journey?

There is often a disconnect between companies and their customers' expectations, particularly in customer service. To address this, businesses must understand the entire customer journey-from the first search query to its conclusion.

Live chat plays a critical role in a company's customer service ecosystem. For it to be effective, it must seamlessly integrate with other contact channels, especially self-service tools where most journeys begin. Smooth escalation from self-service to live chat is essential to avoid customer frustration. Poor channel connectivity-like requiring multiple clicks, opening new windows, or long wait times-can disrupt the experience and damage customer satisfaction.

Visit our dedicated Live Chat resource page here.