Of course, chat is only useful if someone answers. CRM vendor SuperOffice tested 1,000 companies and found that 21% didn’t respond to live chat support requests, even when they were made during business hours. They also found other best practices are widely ignored: 23% of companies don’t ask for contact information before starting a chat, 45% don’t ask for feedback after the chat, and 55% don’t offer transcripts. Irony alert: there’s no chat option on SuperOffice’s own Web site. It does seem to be available in their CRM system.