/ Marketing

TechnoScout keeps its live chat moving to help up-sells

With its focus on innovative, high-tech products, TechnoScout.com relies on live chat to help agents explain and up-sell its goods. Now it’s taking live chat itself more high-tech with new variations of moving session icons.

Posted 05/20/2004Paul DemeryPost a comment

/ Technology

Two trends helping to drive more interest in live chat

Newer collaborative tools give live chat greater utility in retail and customer service environments, says Talisma. And with the rise of IM, more people are comfortable with communicating online in real time.

Posted 05/20/2004Mary WagnerPost a comment

/ Technology

Young people more likely to choose online customer service options

Retail customers under 35 are more likely than older people to opt for e-mail, web-based self-service or instant messaging for contacting customer service, a study by Harris Interactive says.

Posted 11/11/2003Kurt PetersPost a comment

/ Technology

A small number of users download the most music, a new survey shows

An NPD Group survey of households with web access shows that 64% have at least one digital music file on their computers; 56% have 50 or more while only 8% have 1,000 or more.

Posted 09/09/2003Kurt PetersPost a comment

/ Technology

Threats scare off music downloaders, NPD Group survey reports

The number of households acquiring music files began to decrease in May, immediately after the Recording Industry Association of America instituted a well-publicized campaign threatening individual file sharers with legal action, The NPD Group says.

Posted 08/20/2003Kurt PetersPost a comment

/ Technology

Music downloading is only beginning, Yankee Group warns

30% of teens not downloading music say connection speed is a major reason while 20% say illegality is a reason they do not download, says a new survey.

Posted 05/28/2003Kurt PetersPost a comment

/ Technology

Live help may be picking up at retail sites

Wider use of instant messages may make web site live chat a more popular customer service option. The availability of live chat increased average dollars spent per customer by 50% at one e-retailer.

Posted 02/18/2002Kurt PetersPost a comment

Instant messaging promos are a hit for Cheez-It sweepstakes

Keebler Co. tested promotion of a Cheez-It sweepstakes through instant messages. The results: A click-through rate of 6.5%, 3 times greater than e-mail response rate.

Posted 10/16/2001Kurt PetersPost a comment

/ Technology

The web’s power is only being scratched, keynoter tells Catalog Conference

The web is still primitive today, but it holds great potential as a global marketing tool. Retailers must keep a close eye on what users are actually doing on the web to take advantage of its power, says Bran Ferren.

Posted 06/05/2001Kurt PetersPost a comment

/ Technology

Web usage continues its ascent, says Jupiter

The total number of minutes spent online increased 51%, from 64.8 billion minutes in February 2000 to 97.7 billion in February 2001. Home usage increased the most, up 59%.

Posted 03/13/2001Kurt PetersPost a comment