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 executive editor of Total Retail. Joe has more than 10 years experience covering the retail industry, and enjoys profiling innovative companies and people in the space.
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