Case Study: Live Chat Proves to Be a Difference Maker for Whiteflash

PROBLEM: Whiteflash, an online retailer of fine jewlery and diamonds, wanted to provide a better shopping experience for its website visitors.

SOLUTION: Implemented a live chat program.

RESULTS: Since launching live chat on its e-commerce website in June 2009, Whiteflash has seen its average order value rise from $2,030 to near $5,400. In addition, while the retailer is tracking a very healthy 40 percent conversion rate for visitors not using live chat, that figure jumps to a whopping 70 percent for visitors who do use live chat.