/ Technology

No more one-size-fits-all as retailers learn to allocate live chat staffs

Retailers are dividing live chat reps into specialists in either sales or customer service, says Live Person’s CEO.

Posted 08/07/2003Kurt 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

Getting Personal

Livening up online customer service: How live chat increases satisfaction and reduces costs

Posted 09/30/2003Internet RetailerPost a comment

Talking It Up

Live chat at TechnoScout.com has doubled customers’ likelihood to buy and increased their average ticket by 40%.

Posted 09/30/2002Internet RetailerPost a comment

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

Help!

More than three years after e-retailers specializing in commodity items, such as Amazon.com, floated the concept of customer service through FAQs, email and other self-help devices, the self-help strategy is taking on water in a big way. About 67% of all online shoppers abandon their cart before checkout, according to Cambridge, Mass.-based Forrester Research. Such an alarmingly high abandonment rate translates into a lot of lost revenue for...

Posted 12/26/2000Don DavisPost a comment

/ Press Release

Phoenix Systems Group and Cintech join forces to improve online customer support

Boardman, Ohio -- September 21 -- Phoenix Systems Group, Inc., a software development company specializing in advanced eCommerce software for catalog and direct marketing companies, and Cintech LLC, widely known for its call center software CINPHONY, PRELUDE and MINUET, announces the establishment of their new business relationship. Phoenix Systems Group (PSG) works with a number of eCommerce, catalog, and direct marketing vendors. PSG`s clients...

Posted 09/24/2004

/ Press Release

Cintech Announces cTouch – online customer connection software

Cincinnati, Ohio – August 2, 2004 - Cintech LLC, widely known for its call center software CINPHONY and PRELUDE, today announced the availability of cTouch – a portfolio of software applications that improve sales and customer service for online businesses. cTouch includes two product options: cChat, a live online messenger/manager, and cMail, an email management and response application. Both promise to: * improve customer service and...

Posted 08/05/2004