Digital sales generate 55% of HSN’s overall sales, and the retailer is looking to new platforms, such as Facebook Live, to acquire customers.
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.