Study after study confirms that chat is both a cost effective and customer friendly support channel. However, many organizations haven't yet implemented chat or are still relying on email and phone as primary support channels. Moving to chat can be a daunting task, and too many organizations add chat as a support channel without proper planning. Inevitably, the full benefits of chat are never realized and customers refuse to embrace the new channel. Follow these steps to help you put the right people, process and technology in place to successfully launch and gain value from chat support.