Chat with the Chatters: Why Consumers Choose to Chat with Retailers
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Consumer rationale for using chat is multi-faceted. In an effort to explore this topic in greater depth, the e-tailing group and BoldChat worked together to survey consumers that had used live chat, considering both new and seasoned users in the process. This report explores the six core drivers that serve as the framework and underlying reasons why consumers choose to chat. In addition, it dives into the circumstances under which consumers happen to chat, the level of satisfaction they glean from those chat experiences and how likely they would be to chat in the future. Their strong sentiments will surprise even the staunchest of chat supporters. Sponsored by BoldChat

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