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Janet Martin  - We were surprised at the small number of firms utilizing live chat tools especially given the fact that back in May of 2005, our research showed the average response time to an email inquiry was sixteen hours. Clearly, instant messaging is being widely adopted both by consumers and many businesses yet there is reluctance by online brokerage firms to embrace this popular technology. We recommend that firms provide their clients and prospects with robust live chat tools and technologies in order to increase customer satisfaction and ultimately, gain new clients and revenues.

We were surprised at the small number of firms utilizing live chat tools especially given the fact that back in May of 2005, our research showed the average response time to an email inquiry was sixteen hours. Clearly, instant messaging is being widely adopted both by consumers and many businesses yet there is reluctance by online brokerage firms to embrace this popular technology. We recommend that firms provide their clients and prospects with robust live chat tools and technologies in order to increase customer satisfaction and ultimately, gain new clients and revenues.

Janet Martin
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