When consumers are considering the purchase of a technologically complex product such as a camera, they have questions, and getting the right answers can help close the sale. That’s what Ritz Interactive Inc. has found in implementing integrated chat and e-mail service from vendor InstantService: Internet shoppers who chat with Ritz Interactive agents are three times more likely to make a purchase than those who don’t, the retailer says.
Ritz Interactive, which initially deployed technology from InstantService in 2000, also says that shoppers who chat online before they buy purchase more, with their average order value 40% to 50% higher than the average order value of those who don’t engage in chat with an agent prior to purchase.
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