77 percent of live chat software vendor Bold Software's clients believe that platform is critical with 34 percent saying it (live chat) was very or extremely critical.
Some other interesting information from the survey includes:
- 23 percent of the e-commerce sites surveyed said that of those customers that engaged with them in a live chat, more than 40 percent converted to an active lead or sale
- While 54 percent reported a conversion rate of 20 percent or more. And for those who used proactive chat over the holidays, 55 percent said that it yielded higher conversion rates than chats initiated by the website visitor.
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