06-07-2006, 11:10 AM
Quote: Although text chat has yet to reach its promise, there is evidence of growing consumer acceptance of the fledgling customer-service tool, according to a new JupiterReseach report.
Sixty-three percent of U.S. online consumers say they had contacted customer service at least once using text chat in 2005, up 22% from 41% of online consumers in 2001, Jupiter found. In addition, 58% of those using text chat in 2005 said they were satisfied with the results, up 13% from 45% in 2001.
But text chat has some underlying problems that make its universal availability to consumers costly...
full article: http://www.internetretailer.com/dailyNews.asp?id=18846