PROBLEM: Inkjetsuperstore.com was unable to collect and respond to visitors' problems on its website. SOLUTION: Implemented an on-demand solution to collect, analyze and manage visitors' feedback. RESULTS: Calls to Inkjet Superstore's call center have been reduced by 12,000 annually (roughly 5 percent). As a result of the personal and immediate service it now provides visitors, the site's conversion rate is up 6 percent.
Ilan Douek
Joe Keenan is the editor-in-chief of Total Retail. Joe has nearly 20 years experience covering the retail industry, and enjoys profiling innovative companies and people in the space.
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