June 24, 2008
The availability of live chat is becoming more commonplace, and its benefits, namely improved customer relations and sales, are attractive to most multichannel merchants. But a recent survey revealed most aren’t using the technology effectively. In particular, most e-retailers have it located in the wrong spot on their sites, the survey found. Commissioned by inQ, an outsourced chat services company that works with e-retailers, and the e-commerce research firm the e-tailing group, the study polled 31 online businesses on how they use live chat as a selling tool on their Web sites. Here are some of the results. * 88 percent have live
