Does Live Chat Provide Sales or Service?

One compelling finding came when respondents were asked about their most recent online chat interaction with a retailer. While 44 percent of respondents said they made a purchase as a direct result of being engaged in a chat interaction, 68 percent said they were highly likely to visit the site again and 77 percent said that the interaction positively influenced their attitude about the retailer. Is that sales or service? It’s both.