"For all the advantages that come with selling on the Web, one
disadvantage has constrained online merchants: They haven't been able
to approach customers as they're shopping and pitch them on the spot.
But live chat programs are beginning to change that, augmenting the IM
functions with new surveillance capabilities that allow retailers to
track, in real time, what pages you're visiting and what links you've
clicked. "It's like having special glasses that let you see who's
serious and who's not,"
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