Bridging the Cross-Channel Gap With Live Chat

That blows me away. On the busiest online shopping day of the year, it wasn't the deals or the ads that were the focal point, it was live chat. So why chat? Why now?

The changing expectations of online shoppers have a lot to do with it. Ryan Vesler, co-founder of Homage, an omnichannel retailer of vintage T-shirts, suggests, "Today's online shopper craves instant gratification. A brand that is able to provide quick and easy solutions to customer questions via tools like social media and live chat is delivering on what is expected in today's e-commerce world."