Is Live Chat a valuable feature?

Posted by Jim on Pro Webmasters See other posts from Pro Webmasters or by Jim
Published on 2010-10-22T14:49:51Z Indexed on 2013/10/17 16:26 UTC
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Does having a live chat feature on a website increase conversions enough to cover the cost administration?

Most of the data I have found comes from companies selling live chat solutions and is unreliable in my opinion.

Do users find this as a valuable feature or an annoyance?

Personally, I'm annoyed by sites that use live chat especially when a little box pops up without my explicit request, but if users find this valuable then I should consider implementing it. Any concrete data is appreciated.

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