IM & Libraries

According to what I read, at least half of our customers may be IM customers. Even though it may not be the most popular way to obtain information for all customers, it is a great service for us to offer to those that prefer it. Also, if it's a growing trend, the number of customers that use it may increase. I am in Admin, but I IM with a vendor when I have to place an order. I prefer it because I don't have to wait on hold and I get an immediate answer.