July 25, 2002, 12:00 AM

Live chat boosts sales at TechnoScout.com

Customers who use the live chat service at electronics retailer TechnoScout.com are more likely to make a purchase and spend $40 more than the average customer.

Customers who use the live chat service at electronics retailer TechnoBrands Inc.’s TechnoScout.com are more likely to make a purchase and spend more doing it. "We get $40 more when a consumer is involved with live chat," Joel Skretvedt, director of Internet operations for TechnoScout, tells InternetRetailer.com. The average sale closed through live chat is $175, compared to $135 for all other sales.

Moreover, TechnoScout converts 113% more site visits into sales when customers use live chat, Skretvedt adds. He attributes the better sales performance to TechnoScout’s staff of 16 full-time live-chat operators, who are trained in sales techniques as well as customer service.

He also credits the ability provided by LivePerson Inc., the New York-based vendor behind TechnoScout’s live chat system, to make product offers based on customers’ click histories. For example, if a customer adds a product to a shopping cart but leaves the site without purchasing it, then returns two weeks later, "I can create a pop-up promotion to offer a discount on that product," Skretvedt says.

comments powered by Disqus

Advertisement

Advertisement

Advertisement

From The IR Blog

FPO

Philip Masiello / E-Commerce

3 reasons retailers fall short in email and social marketing

Reason one: They’re constantly trying to sell their customer, rather than to help and engage ...

FPO

Rotem Gal / E-Commerce

7 surprising e-commerce trends for 2017

Consumers will engage with products and brands in new ways online in the year ahead.

Research Guides

Advertisement