Live Chat Effectiveness: A 2013 Survey of Internet Shoppers

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 successful, the depth of mobile engagement, and what firms need to do to effectively engage their own customers who choose to connect with them using mobile devices.

We begin the analysis with a simple definition of mobile engagement, an overview of the research methodology, a brief discussion of the main conclusion of this report, and then a thorough, deep-dive into each data-based finding.