The Effectiveness of Live Chat Technology

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The effictiveness of live chat technology

You may download the Live Chat Effectiveness Study here!.

Because our products are provided through a software-as-a-service model, our infrastructure includes aggregated data from thousands and thousands of live chat customers. With tens of millions of chat records, hundreds of millions of website visit records, and billions of unique page URL recorded visits, we have access to one of the largest live chat user communities in existence. This massive base of real-world data has enabled us to extract the findings presented in this document. The goals of this effort are to:

Present benchmarks for a wide variety of live chat operational practices.
Uncover implementation differences affecting key live chat operational issues.
Test the statistical causality of live chat operational best practices.

Certainly, part of this project aims to uncover areas that can positively influence a live chat implementation, but best practices are not only derived mathematically. There is a human component – an expert human component – necessary for any best practice to yield results. So, while the data in this report may inform best practices and even uncover new areas that can become best practices, they cannot be labeled as such.