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Online Live Chat: An Opportunity for Queueing Theory
http://ormsblog.com/ online-live-chat-an-opportunity-for-queueing-theory/
I recently bumped into an article titled “Live chat: your new online salesperson” on CNNMoney.com. The article briefly talked about the potential of online instant messaging as a new sales tool for companies. More and more companies, especially those who sell their products online, are adding the live chat feature as a way to provide customer support on their websites. Some websites, such as Dell.com, provide online live chat as an option when a customer who needs help navigates to the “Support” section, while some other websites include chat boxes on their front pages and use live chat as both a customer support and a sales tool.
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