
By
Joe Keenan
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PROBLEM: Palo Alto Software (PAS), an online retailer of business plan and marketing plan software, sought a customer service tool to improve consumers' experiences on its website.
SOLUTION: Contracted with a web communication tools provider to implement live chat on its website.
RESULTS: Since launching its latest version of live chat on its website over nine months ago, PAS has seen 15 percent of all chat interactions result in a sale, up 7 percent compared to its previous live chat solution.
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