4/22/10

Heels.com customers who use video chat stay nearly five times longer

The numbers are in. And so far it seems as though online retailer Heels.com’s live video chat technology is a good investment. Users who chat with agents via video conference are staying on the footwear retailer’s site nearly 500% longer than those who don’t, says Eric McCoy, founder and CEO of Heels.com.

Katie Evans , Managing Editor, International Research

The numbers are in. And so far it seems as though online retailer Heels.com’s live video chat technology is a good investment. Users who chat with agents via video conference are staying on the footwear retailer’s site nearly 500% longer than those who don’t, says Eric McCoy, founder and CEO of Heels.com.

The service from U.K.-based vendor vee24 invites consumers to interact with a live shopping assistant. If the customer agrees, the site will launch a live video link to the representative. The employee can then connect and chat with the shopper, show her a variety of shoes, walk her through the site and even check out for her, if she chooses.

The Google Analytics data out of the gate looks good, McCoy says.

From March 28 to April 15

“It may be swayed a little because the customers that are wanting to engage with us are no longer in browse mode, but I really don't know how else to measure the success other than comparing the data of the customers using our video chat versus the ones that aren't,” McCoy says. He adds that as Heels.com chat agents become more experienced, the numbers are improving even more.

Depending on the quality, McCoy says companies can spend anywhere from $2,000 to $20,000 on the video production equipment. The video software costs an additional $500 to $1,000 per month, he says.

Topics:

business finance, customer service, Heels.com, rich media, Technology Internet, video, Video chat

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