That thing is so annoying: How proactive chat helps us reach more users

Michael Epstein

Abstract

The comment came from a fellow librarian when I asked if she had noticed our new proactive chat widget. Yes, she said, “that thing is so annoying.” When I mentioned the percentage our chat requests were up by her eyes got wide and she replied, “Really?” Yes, really, and I was somewhat surprised myself. I should explain.

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Copyright Michael Epstein

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