McKinsey recently surveyed 3600 business decision-makers and found some interesting results. You can see their infographic below, but the most interesting point is the importance of chat. As sales moves to a more omnichannel approach, self-service websites become more important. The most important aspect of the self-service customer portal is chat.
Rather than relegate chat to bots or weak, “we will email you later” technology, consider investing in salesperson-manned chat to capture leads, nurture prospects, and cut potential problems off early.
You can read the full report here https://www.mckinsey.com/business-functions/marketing-and-sales/our-insights/how-b2b-sales-have-changed-during-covid-19