TulipTools Internet Business Owners and Online Sellers Community

Quote: As more consumers embrace online shopping, building relationships with them could be the key to e-retailers standing out in the crowd. And relationship-building requires increased interaction between seller and buyer, many experts believe.

For example, a report sponsored by Talisma Corp. and based on research conducted by JupiterResearch LLC in September showed that consumers are open to preemptive offers of assistance. The report said 42% of online shoppers agreed they would find a proactive offer for live chat assistance useful, and 47% said they would be more likely to buy if offered upfront customer service regarding a product issue...

full article: http://www.internetretailer.com/dailyNews.asp?id=24865

A related article: when and where to offer live chat on an ecommerce site to drive sales

Quote: In order not to waste the time of customer service agents, web merchants are learning to offer live chat when it’s most likely to lead to a sale. Certain types of web pages and product categories are most productive. And visitors who can’t make a purchase, for instance because they’re located abroad, should not be offered chats...

Once engaged, customers will stay on a while—chats averaged 8.11 minutes in an E-Tailing Group mystery shopper survey last fall—and, to keep costs in check, agents have to learn how to gently say goodbye...

full article: http://www.internetretailer.com/dailyNews.asp?id=25472

More:

Quote:10 tips for employing live chat profitably
Knowing how and when to invite a customer to chat and which customers to chat with can turn live chat from a customer service convenience into a sales-generating tool...

2. Offer chat to profitable customers

Retailers can set rules so that they offer chat only to customers who have made purchases of a certain amount in the past year, identifying them by cookies placed in their browsers...

Retailers can also segment customers by how they come to the site...

full article: http://www.internetretailer.com/article.asp?id=25539

full article: http://www.internetretailer.com/article.asp?id=25539