13. Livechat on BT.com – an overview Available on core products – calls, broadband, TV, bundles Intended as Sales assistance – not service No reactive chat
24. So how are we doing? Customers say… What would you have done if you had not received assistance through Live Chat? Would have called 42.90% Would have attempted to find the answer online 26.34% Would have left the site without an answer 25.82% Would have sent an email or written 4.95%
25. From 2008 to 2010, live chat on BT.com has evolved so chat helps contribute to nearly 20% of all online sales