Biz report has an interesting article to support your next chat initative.  They report, “Over three-quarters of U.S. shoppers surveyed for BoldChat’s research into the effectiveness of live chat technology said the most common reason for initiating the service was when experiencing problems during check-out.  Currently, not many online shoppers are using live chat, and not many online retailers are offering it. However, it is more accepted among the younger generations who are more comfortable with communicating via SMS and online chat than voice so retailers seeking the young and technology-savvy as customers are well advised to provide live chat options.”  You can download the full chat report at Bold Chat’s web site.