Interactive Chat Improves Sales, Customer Service | Practical eCommerce - 0 views
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Frederik Van Zande on 30 Oct 08With four people dedicated to chat and email responses, Memorysuppliers.com is one of thousands of ecommerce companies adding chat to its marketing and customer service mix. And why not? A February 2008 study from Forrester Research, "The ROI of Interactive Chat", found merchants with click-to-chat options (also known as "reactive" chat) earn a 15 percent return on investment (ROI) on the chat service itself. Merchants with chat invitations and pop-up windows tied to user actions (also known as "proactive" chat), meanwhile, earn a whopping 105 percent ROI.