This research effort was conducted in order to address the following questions about the efficacy of live chat. Many retailers believe that having live chat is a meaningful advantage in their market. In a recent study of companies using live chat, over 70% indicated that they believed the technology put them ahead of their competition. This study is interested in uncovering how effective live chat can be. Does it play a role in conversions? Can any link be drawn between its use and the lifetime value of those it engages? The report also includes data regarding best practices for those firms who already employ live chat.

More than 250 regular internet shoppers were surveyed in this effort using an opt-in, third party panel. While Bold Software, LLC funded the research, their name and all product/trademarked names under their control were never transparent to the participants. The goal of this effort was to investigate the overall benefits of live chat software - not to investigate one particular provider.