The State of Chat in Retail 2021

According to Forrester Research, in 2020, 42% of US online adults said that it was important for retailers to offer live online chat on their websites, up from 27% in 2019.
Download the latest report from Forrester to understand:
  • The current state of chat and why it should be a key piece of all customer experience strategies
  • How chat needs to be fluid and customer-guided across many use cases
  • Increasing shopper loyalty
  • When initiatives work, what factors make them a success

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