This report, based on the survey results with nearly six thousand respondents across ten countries, sheds light on mobile engagement, including its current state, channels in use, which industries consumers are engaging with, and how well they are doing. Additionally, it evaluates engagements for technical support vs. shopping, expectations of what makes a mobile engagement ...

Built on the results of an annual survey of Internet shoppers worldwide, the 2013 Live Chat Effectiveness report outlines Internet shopper communication and purchasing behavior and preferences. The report includes findings specific to live chat technology, as well as other engagement channels, such as phone, email and social media.

Abstract: Based on research with more than three hundred companies, this report takes a close look at how live chat is used and measured in support settings, how organizations use live chat to engage with prospects and customers, metrics used to measure live chat success in support engagements and why organizations believe live chat helps ...

Abstract: Best-in-Class organizations execute on a strategy that supports the multi-channel nature of customer requests. These leading organizations do not just open up their service infrastructures to accommodate new channels, but also empower their teams to deliver an effective and consistent experience regardless of the channel selected by the customer. This document will highlight the ...

Merchants Seek Mobile Mastery is a free study, conducted by the e-tailing group and sponsored by BoldChat, that explores the changing mobile landscape from the eyes of both consumers and retailers. With their analysis of the mobile sites of more than 50 companies, you’ll learn: What online shoppers are looking for in a mobile site ...