With its focus on innovative and high-tech products, TechnoScout relies on live chat technology to help agents explain and up-sell its goods. Now it’s taking live chat itself more high-tech with new variations of moving session icons to lure visitors into live chat sessions with customer service reps who are trained to cross-sell and up-sell products as well as answer questions about them.
"We proactively promote live chat," Anne Richardson, director of Internet for TechnoScout parent TechnoBrands Inc., tells InternetRetailer.com. "We have found we have more up-sells through live chat than through customers shopping alone." Presenting moving images makes it more likely visitors will click into a live chat session, she adds.
TechnoScout, which uses live chat technology from LivePerson, began running a moving image of a live chat icon in the fourth quarter of last year for the holiday shopping season. That image, which depicted Santa and his reindeer "flying" across the page, enticed shoppers to click into a live chat session with an offer for discounted prices on merchandise. "The results were positive, pretty much what we had expected," Richardson says. "A lot of people access live chat for customer support, but when a live chat image goes across the page with a discount offer attached to it, more visitors go into it."
TechnoScout also places static images on each page with a picture of a customer sales rep and a clickable message that says, "I’m here for live help." Now TechnoScout is testing other versions of moving live chat images to attract customers. Some images will ask visitors if they need more information about products, while others offer discounts available on any orders. "We’re working on positioning and timing," Richardson says. "We want the visitor to see it, but we don’t want the image to interfere with the visitor’s shopping."