The growth of e-commerce is not expected to slow down in the coming years. This indicates an increasing number of queries for support agents to handle. Severe problems already exist in this regard which doesn’t bode well for the future.

Download this research report to learn how live chat has emerged as a dependable primary support channel for e-commerce.

In 2018, exceptional customer services became a way to beat the competition. Flexible, integrated and personalized omni-channel customer services remained popular. Cost of customer acquisition drove major decisions and artificial intelligence improved automation. Analytical tools gained significance along with virtual platforms.

Download this research report to learn about the latest technologies and trends that shaped customer services in 2018.

Reportedly, almost 83% of website visitors are in search of particular information for purchases. Nearly 62% customers abandon a brand if assistance is not up to par with their expectations. Using updated knowledge of trends and analytical tools, a proper strategy may be drafted.

Download this research report to learn the customer support trends of 2018 and how to build an efficient strategy.

After implementing a strategy, analytical tools constantly gather real-time data about customer responses. The reports generated highlight key metrics revealing the true performance of the applied strategies. This information can be used to plan optimization for higher ROI.

Download this research report to learn about the importance, calculation and application of notable customer service metrics.