March 12, 2009, 12:00 AM

When customers need help, Lord & Taylor finds demand strong for live chat

When upscale apparel retailer Lord & Taylor started offering live chat customer service for all of its online products, it was surprised at the response it received from an extensive range of shoppers, according to its live chat provider Global Response.

Paul Demery

Managing Editor, B2B E-commerce

When upscale apparel retailer Lord & Taylor began offering live chat customer service for all of its online products, it was surprised at the response from a broad range of shoppers, reports its live chat vendor Global Response.

Lord & Taylor, which operates on the web at LordandTaylor.com, recently tagged all of its online items with a “Need Help?” link to enable live chat, a spokesman for Global Response says.

Not only was the demand for the service strong, but it also attracted an unexpectedly high number of older consumers. “The biggest surprise was the number of older customers who enjoyed the chat feature, proving the Internet service is not just a kid’s game,” says Sonya Warner, Global Response project manager for Lord & Taylor.

Lord & Taylor is a unit of Toronto-based Hudson’s Bay Trading Co.

Comments

Sign In to Make a Comment

Comments are moderated by Internet Retailer and can be removed.

Not a member? Signup for free today!

Advertisement

Advertisement

Advertisement

Relevant Commentary

FPO

Sergio Pereira / B2B E-Commerce

Quill turns to its B2B customers for new ideas

Coming in April is a new section of Quill.com that will let customers and Quill ...

FPO

Charles Nicholls / E-Commerce

E-mail remarketing: three best practices to maximize revenue

Consumers who make it to the shopping cart are interested in buying. The chief strategy ...

Advertisement