01-18-2008, 02:40 PM
Quote: Data from web analytics programs can help e-retailers make more effective use of live chat systems in which agents offer instant message exchanges to web site visitors, say live chat vendors...
Cross-sell opportunities can also be identified with the help of analytics technology, says Scott Carlin, vice president of sales for live chat vendor InstantService Inc. For instance, a retailer of fishing gear like Orvis can use its Coremetrics analytics system to identify when someone who buys a rod has not looked at reels. An agent can pop up a window offering advice about what reel would go well with the rod...
full article: http://www.internetretailer.com/dailyNews.asp?id=25074