Bridging the Cross-Channel Gap With Live Chat

Congrats online retailers, you're having the best and busiest holiday shopping season ever. Ever. It starts on Cyber Monday and doesn't let up until December is over. And consumers aren't just buying, they're coming to you for answers, too.

Companies like Bonobos were ready for the rush. In the waning hours of Cyber Monday, Bonobos CEO Andy Dunn tweeted, "Cyber Monday absolutely cranking this year @bonobos Story of this year is how big chat is." Sure enough, a Bonobos customer followed up Dunn's tweet an hour later: "@dunn - A very happy Cyber Monday customer checking in. Yes, the clothes are great, but your Ninjas stole the show tonight." Bonobos calls its customer service representatives who handle chat operations ninjas.