This aDRD (Article-based Data-Rich Deliverable) is part of the Online Customer Experience Management subscription. The emphasis of this article is on the use of Online Chat and how Small Business Owners and Decision Makers use this feature for Business specific purposes. Compass Intelligence's Online Customer Experience research examines both direct and in-direct factors that have an impact on customer perception of satisfaction, including touch-points, best/worst practices, influencers and perceptions, “perception altering” events, and service quality and customer service. This subscription is based on a primary research study or market survey conducted with 1000+ business decision-makers across size of business and industry. Unique analysis and commentary on the latest business customer services including installation, maintenance, troubleshooting, escalation procedures, web interface, web-based services, and more are explored within this subscription. The Expert Guide for this DRD is Sean Rowe.