A seamless customer experience is one where the customer interacts with a company in a smooth, effortless manner. The customer feels that their needs are understood, meaning the company is able to anticipate the customer's needs and proactively offer solutions. For example, a company that offers personalized product recommendations based on the customer's purchase history is demonstrating an understanding of the customer's needs.

Understanding and measuring customer sentiment and health is a critical aspect of running a successful business. It allows you to gauge how your customers feel about your brand, products, and services, and make adjustments as needed to improve the customer experience. By regularly tracking customer health, businesses can make informed decisions that lead to increased customer satisfaction, retention, and revenue.

Customer support demand is always growing larger and larger. As your customers expect more and more from your business, it’s likely that your business will be hard-pressed to deliver speed and quality service that meets their expectations. When a business runs into sinking quality issues, they naturally look to expand their support team, however this isn’t always a viable solution.

Data security is no longer just a nice-to-have for messaging and live chat. Data breaches are becoming common, and in an environment where mindfulness about privacy is at an all-time high, businesses risk serious damage if they fail to keep up. This privacy focus also arrives at a time when customer demands for immediacy are also peaking. Live chat solutions are designed to provide fast communications, but can they also do it while securing business and customer privacy? It seems like an oxymoron.

Support demand is rapidly and continuously increasing and few businesses are prepared to address the rising needs of their customers. According to TeamSupport’s State of Support report for 2022, overall support demand is rising at an average rate of 11%. That means your support team is getting more emails, more requests, more everything. Chances are that your support team is already getting hammered by the sheer volume of customer issues, not to mention the potential for complexity.