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December 7, 2009

Online shoppers want live help

Customers want human interaction

By Vinod

Internet shoppers are more likely to buy if a website offers online help, according to a survey.

More than half the consumers surveyed by Art Technology Group (ART) ranked Click to Call or Click to Chat features as important feature of a website, behind only price and ease of navigation.

Despite that fact that a commanding 83% of consumers said access to online help would help them make a purchase, only a fraction of that number had used such services, suggesting a lack of availability on web sites.

 

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