/ Marketing

Since talk’s not cheap, retailers must know when to offer online chat

In order not to waste agents` time, web merchants offer live chat when it’s most likely to lead to a sale. Certain types of web pages and product categories are most productive. And certain visitors can be excluded from chat offers.

Posted 02/22/2008Don DavisPost a comment

Related Searches:Ted Baker

/ Technology

KitchenAid boosts live chat volume to spark sales

With a new proactive live chat system that offers real-time customer service help based on shopping behavior, the KitchenAid division of Whirlpool Corp. is boosting live chat volume as a way to build sales, it says.

Posted 02/24/2005Kurt PetersPost a comment

/ Technology

Young consumers driving up use of live chat, expert says

Teenage and young adult consumers are driving a broad move toward live chat as a preferred method of customer service, a trend that will account for up to 50% of revenue at call center services firm 24-7 INtouch within three years, CEO Greg Fettes says.

Posted 02/24/2005Kurt PetersPost a comment

/ Technology

Live chat and instant messaging: Similar, but not the same

Though consumers may regard them as the same, providers of live chat technology say it shares real-time communications ability with IM, but little else. Controlled by the marketer, live chat makes instant communication into a business tool.

Posted 07/12/2004Kurt PetersPost a comment

/ Technology

Text chat: not just a communications tool, it’s a strategy

Text chat can boost conversions by a factor of three to four times that of phone-supported CRM – even more when chat includes co-browsing capacity, says provider Talisma. They key is to deploy live chat selectively where it delivers the best results.

Posted 07/06/2004Paul DemeryPost a comment

/ Technology

Drawbacks hinder live chat’s utility, but business rules help resolve them

Most often, live chat service requires users to start a session, and it’s available to all customers at all times. Pushing out live chat selectively and strategically can boost customer utilization and satisfaction, Forrester says.

Posted 05/20/2004Mary WagnerPost a comment

Serving up live chat sales pitches in search results

An Internet search application under test can instantly engage searching shoppers in an online conversation with a sales rep.

Posted 10/02/2003Kurt PetersPost a comment

/ E-Retailers

SundanceCatalog.com’s customers like live chat

The number of live customer service chats at Sundance Catalog’s web site increased 65% in the past year to 241 chats during the last week in June compared to 146 during the same week last year.

Posted 07/03/2002Kurt PetersPost a comment