Online Retail and the ROI of Live Help
Source: ATG
Type: White Paper
Overview|Download
A growing number of retailers are turning to live chat and click-to-call solutions to provide live online customer service instead of forcing shoppers to use self-service or call a toll-free number.
Engaging shoppers with live help at the right time in the right channel decreases shopping cart abandonment, increases conversion rates and order values, and builds loyalty. New data suggests consumers want, expect and value live assistance when shopping online.
In this publication you'll see the results of ATG's recent global survey of 3,000 shoppers on the topic of live help, and what options they prefer at various stages in the purchase process.
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