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Three key live chat strategies
Usage of live chat is on the rise among merchants. By the fourth quarter of 2010, 42% of online merchants surveyed by the e-Tailing Group reported using live chat — and for good reason: live chat is...
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Winning sales from abandoned carts: on-site techniques
For all the progress online merchants have made in recent years winning new customers and growing revenue, one metric refuses to budge: cart abandonment. According to industry researcher Forrester, in...
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Webinar recap: Proactive service – timing is everything
Wednesday’s webinar, the third in our “Competing with Amazon” series, focused on customer service as a crucial opportunity for brand differentiation. Specifically, MarketLive founder Ken Burke examined...
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Priorities for adapting live chat to a multi-touchpoint world
We’ve long argued that customer service can be an important brand differentiator for small- to mid-sized merchants in their quest to win sales and loyalty. Stellar service drives valuable repeat...
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