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/ Technology

RugSale.com boosts order size by combining live chat with product images

RugSale.com and a local software company build an interface that lets shoppers and agents push product images into chat windows.

Posted 09/30/2008Katie DeatschPost a comment

RugSale.com and a local software company build an interface that lets shoppers and agents push product images into chat windows.

Borders Group boosts book sales through social networking

After e-mailing suggested book titles to its customers and inviting them to join a related chat room on social networking site Gather.com, Borders gets a sales boost of those titles, the retailer says.

Posted 07/19/2007Paul DemeryPost a comment

After e-mailing suggested book titles to its customers and inviting them to join a related chat room on social networking site Gather.com, Borders gets a sales boost of those titles, the retailer says.

/ 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

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.

/ Technology

Nudging web users toward the live chat option

More companies are experimenting with live chat as a way to augment customer service--and they’re figuring out ways to encourage customers to choose the live chat option.

Posted 07/20/2004Kurt PetersPost a comment

More companies are experimenting with live chat as a way to augment customer service--and they’re figuring out ways to encourage customers to choose the live chat option.

/ Technology

How video live chat helps art seller CallofAfrica.com

Selling art online requires satisfying finicky buyers’ demands for details of paintings, frames and size, says Ross Parker, owner of online gallery CallofAfrica.com. A new video live chat tool is making his job easier.

Posted 05/20/2004Paul DemeryPost a comment

Selling art online requires satisfying finicky buyers’ demands for details of paintings, frames and size, says Ross Parker, owner of online gallery CallofAfrica.com. A new video live chat tool is making his job easier.

/ 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

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.

/ Technology

eBay finds dramatic return in live chat to help customers

For every $100 that eBay spends on live chat applications, $135 falls to the bottom line, Lorna Borenstein, vice president and general manager of eBay Inc., told eTail conference this week.

Posted 08/14/2003Kurt PetersPost a comment

For every $100 that eBay spends on live chat applications, $135 falls to the bottom line, Lorna Borenstein, vice president and general manager of eBay Inc., told eTail conference this week.

/ Technology

Live chat more costly on company’s own system, Gartner says

Companies that run live chat technology on their own computer systems are more likely to run much higher operating costs per session than companies that outsource their operations, says new research from Gartner Inc.

Posted 08/05/2002Paul DemeryPost a comment

Companies that run live chat technology on their own computer systems are more likely to run much higher operating costs per session than companies that outsource their operations, says new research from Gartner Inc.

10 tips for employing live chat profitably

Knowing how and when to invite a customer to chat and which customers to chat with can turn live chat from a customer service convenience into a sales-generating tool.

Posted 02/28/2008Internet RetailerPost a comment

Knowing how and when to invite a customer to chat and which customers to chat with can turn live chat from a customer service convenience into a sales-generating tool.

Can We Talk?

With some trial and error, online retailers find the payback in live chat.

Posted 09/28/2006Internet RetailerPost a comment

With some trial and error, online retailers find the payback in live chat.

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