As your business works diligently toward its digital transformation, your customers are expecting you to use your technology to enhance their experience with your company. More than 60% of your customers expect you to understand and anticipate their needs, and most have no problem leaving your brand if you don’t.

This means that things like 24/7 live chat support and omnichannel customer service are no longer optional for your business. Instead, your customers have grown to expect these elements as part of a standard experience. To meet this demand, many companies have begun incorporating live chat software into their websites. However, it’s possible that this may not be the best way to engage customers.

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