Does Live Chat Provide Sales or Service?

When considering live chat, many online retailers think the technology is for sales or service — but not both. Savvy e-retailers realize that these days, no clear point of distinction exists. You can't have one without the other.

In a recent survey of 1,000 U.S. internet shoppers, Bold Software discovered several data points which support the idea that the line between online sales and support is blurry.