Live chat helps convert browsers into repeat online buyers, according to an article published today in eMarketer, a leading technology research website.

Using proprietary research from Bold Software, eMarketer found live chat “very helpful” for e-commerce sites. In fact, live chat was the preferred customer service option for questions about order status, promotions, shipping or cheaper services, the article said.

Live chat is valuable for “inducing shoppers to make a purchase and getting those purchasers to return to the site,” eMarketer noted.

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We’ve recently made some changes to our corporate branding, product naming, and available features that we’d like to share with both our existing and prospective customers.  Before we jump in to the individual changes, it will be helpful to explain why we made them in the first place.  There are several reasons, though two come to the fore.

First, despite the economy that surrounds us, we’re growing.  And, as we continue to grow, continue to win business from large preeminent brands, and continue to be relied on by media and analysts as experts in our field, we needed to establish a corporate presence beyond the brand names of the products we sell. Though many know us as “BoldChat”, that is simply one of the brands we manage.

Secondly, our growth has been fueled by two types of customers – small to mid-sized entrepreneurial businesses and significant enterprise engagements.  As such, the feature sets each of these customers require has changed over time.  We needed to react and build offerings appropriate for each.

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We’ve just completed the most recent and comprehensive primary research study on the effectiveness of live chat ever conducted. Why did we do it? Well, we already know that live chat can drive sales and reduce support costs – many of our customers have shared data with us showing the impact our technology has had on their businesses. But many internet retailers we speak with who don’t have live chat are skeptical about it.

We thought we would take a two pronged approach to delivering the highest quality information about the fact that live chat really works.

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