According to the 2011 Customer Engagement Report created by Razorfish, real-time chats with customer service representatives engage customers the best out of all channel categories.

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The 2011 Customer Engagement Report by Razorfish actually emphasizes the importance of creating valuable content and interactive experiences across various platforms (like social media and mobile) for engaging customers, rather than specifically highlighting real-time chats with customer service representatives as the best method of engagement.

According to the 2011 Customer Engagement Report Created by Razorfish