- February 26, 2020
- Author: D. Scott Mattson
Live Chat vs Email
Within the online channel, the chat feature has become the leading contact source, as 42% of full-service customers indicate using a live online chat feature vs. email (23%) or other social media forum (16%). Additionally, online satisfaction is highest among customers who use the chat feature (from 2013 U.S. Wireless Customer Care Full-Service Performance Study)