Customers are very comfortable using chat for customer service. Usage rates have risen in the past three years — from 30% in 2009 to 43% in 2012 – and we see this increase in all consumer demographics ...

Customers can tell the the difference between someone who can really help them and someone just pressing automatic send buttons for pre-scripted platitudes. Here’s how to use online chat to deliver ...

Industry surveys show that 63% of millennials prefer to have their basic customer service and support questions answered via live chat over traditional contact channels. According to a report by ...

Can't find a coupon code anywhere? With the growing "live chat" customer service trend, many operators are trained to hand out coupon codes to polite shoppers that simply ask. I did the research and ...