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Additionally, the pain of having to dial a 1-800 number and navigate through a maze of numeric options is non-existent.An ATG Global Consumer Trend study found that 90% of customers consider live chat helpful and an survey found that 63% were more likely to return to a website that offers live chat.As it turns out, live chat has the ability to provide the convenient answers that customers want, while also adding significant benefits to the staff and bottom line of companies.
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.
A further 38% of respondents said they had made their purchase due to the chat session itself.