Executive Summary (This is a document excerpt)

Click-to-chat reviews uncover flaws that prevent users from accomplishing key goals by chatting with agents. To get the most out of the click-to-chat interaction review, site owners should identify user goals that drive business metrics, review their chat experiences using the tools available on Forrester's Web site, and fix usability problems identified in the review. We recommend following a six-step process that starts with developing user goals and ends with periodic retesting.

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