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[24]7 survey finds millennials leading adoption of messaging apps, embracing live chat and chatbots, but consumers still want to talk to humans when needed

London, UK – Nov. 16, 2016 – Driven by millennial shoppers embracing new technology like chatbots and messaging apps, chat has surpassed phone and email as the most popular way for consumers to interact with retailers, according to a new study from customer engagement software and services provider [24]7.

The report, titled “A Retailer’s Guide to Chat",” finds that 28.9 percent of consumers prefer to interact with retailers through online chat (25.8 percent) or messaging apps (3.1 percent) while making a purchase. Together, these chat tools are now more popular than phone (28.7 percent) and email (27 percent) as the preferred method of interaction with retailers....

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