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Here’s an interesting article on web chat.  ShoreTel has applications for handling web chat and email through a contact center.  We will be launching this on our web page in 2014.

By Rachel Hartman
For Costco Connection

OFFERING A LIVE CHAT feature on your website as part of your customer service department can lead to more than just conversations—it can boost customer satisfaction and, ultimately, your bottom line.

Fifty-two percent of online shoppers reported accepting an invitation to live chat, according to a 2013 BoldChat survey that covered the United States, Canada, Europe, Australia, New Zealand and Mexico.

“By being able to communicate with current and potential customers right away when they need help, you drastically improve their experience with your company,” notes Casey Armstrong, a Costco member and partner at webbROI, a full-service digital marketing agency based in Laguna Beach, California.

Also, chatters are 7.5 times more likely to buy than visitors who don’t chat, reports BoldChat.

Follow these guidelines to create a live chat feature that makes it easy to engage with visitors and increase sales.

READ MORE: https://www.costcoconnection.com/connection/201402#pg28

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