Shoppers Prefer Sites with Live Chat

| Erin Lynch

Shoppers want a site to be highly optimized, they want shipping to be fast, and now they want immediate interaction with the contact center. This is why it is more important than ever for your site to offer live chat.

More Merchants Monitor Social Media than Offer Live Chat

| Tim Parry

More merchants are monitoring social media in the contact center than offering live chat, according to the results of the MCM Outlook 2013 survey. According to the survey results, 46.5% of respondents are monitoring social media in the contact center, while just 21% are using live chat technology.