Live chat enables us to not only convert at a significantly higher rate, it also enables us to up-sell. We typically see a 20 percent increase in average order value among customers who chat versus shoppers who purchase online without chat assistance.
Wichita, KS (PRWEB) June 8, 2010
Abt Electronics and its live chat provider, Bold Software, will co-present at this year’s Internet Retailer Conference & Exposition in a track titled, "Is Live Chat Right For You?”. On June 9th from 4:15 until 5:00, Abt Electronics Co-President Jon Abt, together with Director of Marketing for Bold Software Ross Haskell, will discuss the path Abt Electronics took to implement live chat and the current role it plays in the retailer’s marketing strategy.
“Abt Electronics enhances the benefits of live chat significantly by making it an integral part of their customer service culture. In addition to the fact that they have 50 operators who can take a chat on any given day, everybody – including Jon – takes chats regularly and does it effectively,” said Haskell. “They’ve built their reputation for generations on customer service, and live chat bolsters that goal through offering a superior online shopping experience.”
Abt continued, “That’s absolutely correct as far as helping us focus on customer service. Beyond that, live chat enables us to not only convert at a significantly higher rate, it also enables us to up-sell. We typically see a 20 percent increase in average order value among customers who chat versus shoppers who purchase online without chat assistance.”
The session is focused on the success Abt Electronics has experienced since implementing live chat, and what it took to get there. Jon Abt will share video clips illustrating what customers who’ve used live chat think of it, video of interviews with the live chat staff, and impressive data on Abt’s live chat implementation, including:
- Chatters at Abt.com convert at 20 times the rate of a normal website visitor
- The company has experienced a 20 percent lift in online sales since implementing live chat
- 25 percent of visitors who convert through chat are up-sold
- Abt observes a 20 percent increase in average order value for sales closed through chat
- ROI is in excess of 700 percent
About Abt Electronics:
Abt Electronics began in 1936 and was originally named Abt Radio, as it only sold small electronics. Starting with three employees in a small storefront in Chicago, Abt Electronics has since grown to employ more than 1,000 employees and occupy 37 acres in Glenview, Ill., a suburb of Chicago. From Abt Electronics' humble beginning, the business has grown over time into one of the largest single-store retailers in the country. For more information, go to http://www.abt.com or call 1-888-228-5800.
About Bold Software:
Bold Software LLC, is a leading provider of world-class web communication tools designed to help businesses improve online support and increase sales. Using Bold Software’s live chat, click-to-call, email management, and active co-browsing tools, businesses can quickly and effectively engage visitors on their website. Bold Software sells a wide variety of competitively-priced products under the BoldChat, BoldCall, and BoldCCM brand names. Businesses of all sizes - from small proprietorships to large ecommerce enterprises – can provide more intelligent online customer interactions and close more sales using Bold Software solutions. The company is headquartered in Wichita, KS, with thousands of customers around the world including 3M, American Cancer Society, Corel, Dean & DeLuca, and ViewSonic. For more information about Bold Software, go to http://www.BoldSoft.com or call 1-866-753-9933.
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