Text Chat Gains Acceptance from Consumers as a Customer Service Tool

[mandy]

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