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	June 10, 2005 E*TRADE Mortgage: A Case Study In Chat by Brad Strothkamp with Ron Shevlin, Peter Hult

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Executive Summary

E*TRADE Mortgage has figured out how to make online chat work for its business. Inviting site visitors to chat online has resulted in higher-value chat sessions, higher customer satisfaction scores, and incremental sales from higher application and loan booking rates.

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