Prospect expectations for businesses have never been higher — in fact, according to Google, 61% of people now expect brands to deliver personalized experiences.
At the same time, the amount of people who want to reach a business through messaging continues to rise. Which means keeping up on chat can be tough, even for well-trained teams.
At HubSpot, we felt the brunt of that pain in early 2018. We have a specific sales team that handles chatting with people on our website. At the time, we’d been using live chat across most of HubSpot.com to engage with prospects in a way that felt natural.