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I recently experienced a great chat experience with another website that uses olark.com chat. https://www.olark.com/
I completed a form online with my name and email to set up a meeting with the company. After I filled out the form I continued to browse that companies website and a proactive chat popped up and said 'Hi Shay'. There was a real live person who knew my name because I filled out the form. That experience was great and now we are probably going to do business with that company.
The chat program was powered by 'Olark'.
I would like to see similar functionality and proactive chat for SmarterTrack Live Chat.