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The Effectiveness of Live Chat Technology

This report, now in its fourth year, answers three main questions:

1. Does live-chat technology influence intent to purchase?
2. How effective—or annoying—is one particular live-chat feature: proactive invitations?
3. What kind of best practices can be gleaned from understanding the shopper’s perspective about the technology?

Explore the survey’s top five conclusions, take a closer look at real users’ opinions and feelings toward live chat, and discover whether this technology will help or hinder your business.

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