The realization of the value of online business largely depends on whether effective communication with users can be achieved, especially for websites of large forums, communities, and malls that are user-centered: thriving popularity and smooth communication are prerequisites for the success of such websites. WebIM, in contrast to desktop instant messaging (such as commonly used QQ and MSN), is a type of instant messaging that can be embedded into web pages and is widely applied in forums, communities, and mall-type websites. It allows for the quick establishment of real-time communication channels between visitors and other visitors or between visitors and website owners, thereby enhancing user experience and increasing website stickiness.