Studies confirm that chat is both a cost effective and user-friendly support channel, but too many organizations add chat without proper planning or have yet to implement a modern chat support solution to support employees, partners and customers.

1. Establish a baseline: To understand the full impact of chat support, establish a baseline of key service performance metrics. It is important to track metrics such as service level, abandon rate, fisrt contact resolution and agent productivity in order to recognize how chat support can be utilized. Other metrics to track can include: volume by channel, overall workload, handle time, time to resolve tickets by issue, overall resolution rate, and customer satisfaction. Read more.