/ Technology

Retailers can make the most out of live chat by focusing on staff

Retailers should be choosy and specific about staff and management involved in a live chat program, says Greg Fettes, president and CEO at 24-7 Intouch, a live chat provider.

Posted 04/30/2010Internet RetailerPost a comment

/ Technology

To get the most out of a contact center, identify stars and reward them

E-retailers should identify contact center stars and offer rewards for good work. That’s just one message Greg Fettes of customer service technology vendor 24-7 INtouch will share at the Internet Retailer 2009 Conference & Exhibition in Boston next week.

Posted 06/11/2009Paul DemeryPost a comment

/ Technology

Contact center 24-7 INtouch sees 36% jump in retailer demand for e-services

For those that grew up on computers, the preferred method of communication is online. “Retailers that deal with this demographic are seeing they can’t succeed without having this technology available,” says CEO Greg Fettes.

Posted 09/29/2005Mary WagnerPost 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

Sponsored Supplement - June 2011

Fastest-growing e-commerce technologies.

Posted 06/01/2011Internet RetailerPost a comment

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Sponsored Supplement: Double duty

By analyzing how shoppers behave on their e-commerce sites, savvy retailers learn when and how to offer help that will generate sales. And they are quick to respond when their brands become the center of attention, good or bad, on social networks.

Posted 09/01/2010Internet RetailerPost a comment

Sponsored Supplement: Customer service strategies that build brand value

Now, more than ever, every customer is precious to a retailer. That’s why forward-thinking online retailers take advantage of new technologies and service providers to respond in a more personal way than ever before to customers inquiries and complaints.As web shoppers become accustomed to receiving that kind of personal attention at popular e-commerce sites, the pressure builds on all e-retailers to upgrade their customer service strategies and,...

Posted 09/30/2009Internet RetailerPost a comment