With Consumers Spending Less, Customer Service Becomes Crucial

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Area Rugs Retailer, Rugsale.com, Has Improved Their Live Help By Adding A Personal Shopper Feature To The Standard Chat Box Model.

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We know we need to replicate the human interaction traditional stores provide if we are going to continue to grow in a slowing economy.

Online area rugs retailer, RugSale.com, has implemented a substantial variation of the standard Live Help. "We wished we could work more closely with our customers rather than simply answering questions in a chat box," said Charlie Kaoud CEO of RugSale. He continued "We wanted to be able to walk through the store with them, look at what they like and then show them other options the way we would in our brick and mortar showrooms."

RugSale worked with a social media software company, DecisionStep, Inc., to create an interface that allows the customer and their Live Help Personal Shopper to look at the products the other is looking at as well as chat about them. This way the RugSale staff can get an idea of what the customer is looking for and then show them other options. They feel this gives Live Help more of a personal feel, like working with a Personal Shopper.

When the customer hits the Live Help link they are presented with three windows in addition to the standard Live Help Chat window. The three windows show what area rug the customer is looking at, what product the RugSale associate is looking at and a shared window where they can drag and drop rugs to save them. This lets them browse through the store together and discuss how the different area rugs will fit in with the décor.

"ECommerce websites may beat brick and mortar stores on price but we have always lagged behind in customer service." Said Paul Nangle, RugSales Director of Marketing "We know we need to replicate the human interaction traditional stores provide if we are going to continue to grow in a slowing economy." Charlie reiterates this point. "When people are worried about money they need more reassurance that they are making the right choice. In this economy you need great customer service."

About RugSale:
Rugsale.com was established in 1999 by the largest importer of area rugs in New England. After serving their friends and neighbors in the New England area for over 5 decades they decided to bring that same spirit to the internet. The RugSale.com model is to provide affordable area rugs and unsurpassed service to their web customers.

Paul Nangle
Director Of Marketing


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