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Description
Many online consumers want help from a live person when shopping online. In fact, 44% of online consumers say that having questions answered by a real person while in the middle of an online purchase is one of the most important features that a Web site can offer. A successful chat implementation can drive diverse business goals, including increasing average order values, reducing abandonment, shortening sales processes, increasing customer satisfaction, and reducing customer service costs. Reactive and proactive chat implementations can be a complex processes, requiring the alignment of multiple business areas. This teleconference is a must for eBusiness & Channel Strategy professionals who are considering implementing reactive and/or proactive chat or those who want to refine their current offering to increase its effectiveness.
Agenda:
- What are the key consumer attitudes and behaviors regarding customer service?
- Which customers are using chat? Why?
- How do you determine if chat is right for you?
- What are the best practices for a successful chat implementation?
Vendors mentioned: ATG, LivePerson, nGenera, TouchCommerce
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