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The trouble with online shopping is that many customers are disconnected from someone who can answer their questions in real time with precision.
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A study called “Making Proactive Chat Work” that was conducted by Forrester Research found the following: “Many online consumers want help from a live person while they are shopping online; in fact, 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a Web site can offer.” An online chat system provides customers immediate access to help.
Wait times are often much less than a call center, and customers can easily multi-task while waiting.
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The report goes on to say: “62% reported being more likely to purchase from the site again.