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***mandy*** · 10-03-2005, 10:19 AM,

Quote:Most people who shop online today are computer savvy and prefer the experience of asking somebody right there and then in instant messages about products we carry, shipping, returns policies, and things like that...

At its best, live chat can boost sales significantly....

But live chat may not make sense for all retailers, particularly merchants selling low-margin items. And a poorly run live chat program can hurt both a retailers reputation and bottom line...

http://internetretailer.com/article.asp?id=16258

**Kristijntje** · (This post was last modified: 03-01-2006, 12:52 PM by Kristijntje.)

A related article:

Quote:"Hi, my name is Lisa, is there anything I can help you with today?"

While customers have come to expect this type of greeting when shopping at a brick-and-mortar store, Internet customers are also being offered a similar experience when shopping online, albeit World Wide Web style. Using live customer support technology (also called live chat or live help), businesses are able to offer immediate, real-time assistance to Web site visitors through text-based chat or voice applications.

Live support is all about connecting Internet businesses with their Web customers by using a one-on-one, real-time communication tool. This allows businesses to engage in a virtual hand-holding process whereby they can walk prospective customers through their purchase or provide technical support and answer general inquiries. Live support allows merchants to do this at a time that matters most - when customers are on a Web site looking at products or services, not at a later time when their e-mail inquiry makes its way to a merchant's inbox and the shopping cart has already been abandoned.

full article: http://www.ecommerce-guide.com/solutions...hp/3588181

related topics:
Three Generations of Customer Service Chat Technology http://community.tuliptools.com/index.ph...809.0.html