As Spring Sales Begin, Focuses on Customer Service with Live Chat, Instant Messaging and Phone Support

Share Article enters the 2009 spring sales season with a renewed commitment to customer service. This season, is focused on its traditional support avenues (email and phone support), as well as online-based technologies (live chat and instant messaging). Live chat and instant messaging are two ways to provide instance feedback to customers, in the middle of the shopping experience, to improve the quality and satisfaction of online shopping.

It's something customers can access at any time, even from their phones

January marks the beginning of spring sales, and online retailer is beginning this sales season by focusing on customer service. is targeting every major support technology for online retail stores and has integrated live chat into its web store, along with its traditional phone support and email. As a unique twist to traditional live chat, has also introduced instant messaging support through major IM services to make customer contact even simpler.

Spring is the busiest season for retractable awning sales, and one of the biggest worries for online retailers is "shopping cart abandonment," the phenomenon of a shopper selecting items, going through check out, and then bailing because of poor information or indecision. is entering the 2009 spring season with a renewed commitment to customer service and is focusing its efforts on both traditional and web-based support roles:

  •     Toll-free phone support
  •     Live chat
  •     Email
  •     Instant messaging

"The core of our business is outstanding customer service," noted Eric Scop, vice president of Sales and Internet Marketing for "Buying online is a convenience - and it saves money - but sometimes customers still need help. We want to be as accessible as possible to make the experience easy for our customers, to make sure they have the technical and product information they need, and to help them find the retractable awning they want."

While has always offered email and phone support, along with online resources like FAQs, the interactive, immediate nature of live chat is much easier and more satisfying for customers. According to ecommerce industry studies, almost three-quarters of online shoppers look at live chat as very important for online shopping, yet less than a third of online retailers offer live online support.

"Live chat provides instant feedback for the customer, and that's what they need to make up their minds," Scop explained.

Along with live chat - a messaging system which is tied to the website - is also promoting its instant messaging support, with a presence on four major instant messaging services: AOL, Yahoo, MSN, and ICQ. "It's something customers can access at any time, even from their phones," Scop said. "It's easy and quick for customers, and it's not something customers are seeing from most other online retailers."

For complete contact and support options for, see

About has been shipping retractable sun and rain protection awning systems to residential, commercial, and institutional customers worldwide since 1998. Our retractable awnings are available with wind, rain, motion, and sun sensors. For more information, call 1-877-BUY AWNINGS (1-877-289-2964), email us at, or visit

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Eric Scop
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