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  • Answering questions the instant the online shopper asks them

    Live chat may have started as something that distracted teenagers from their homework, but live chat-no doubt pushed along by teens who grew up with it-is about to become a powerful customer service and marketing tool for retail web sites-another technology that has the potential to bring the web-shopping experience closer to the real-world. While fewer than 5% of retail sites offer live chat today, results from early adopters show that the...

    Posted 03/28/2002Internet RetailerPost a comment

    Live chat may have started as something that distracted teenagers from their homework, but live chat-no doubt pushed along by teens who grew up with it-is about to become a powerful customer service and marketing tool for retail web sites-another technology that has the potential to bring the web…

  • Getting the marketing message out—instantly

    Snack-foods manufacturer The Keebler Co. is embedding marketing messages in ActiveBuddy’s instant-message answers to customers’ queries. Response rates are three times those for e-mail messages.

    Posted 11/01/2001Internet RetailerPost a comment

    Snack-foods manufacturer The Keebler Co. is embedding marketing messages in ActiveBuddy’s instant-message answers to customers’ queries. Response rates are three times those for e-mail messages.

  • Lands’ End finds that instant messaging creates buyers

    Customers who use live help via instant messaging at LandsEnd.com are 67% more likely to make a purchase and buy 8% more than others.

    Posted 10/02/2001Internet RetailerPost a comment

    Customers who use live help via instant messaging at LandsEnd.com are 67% more likely to make a purchase and buy 8% more than others.

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