Close
Join 237,000 weekly readers and receive practical marketing advice for FREE.
MarketingSherpa's Case Studies, New Research Data, How-tos, Interviews and Articles

Enter your email below to join thousands of marketers and get FREE weekly newsletters with practical Case Studies, research and training, as well as MarketingSherpa updates and promotions.

 

Please refer to our Privacy Policy and About Us page for contact details.

No thanks, take me to MarketingSherpa

First Name:
Last Name:
Email:
Text HTML
Jul 24, 2002
Blog Post

Lands' End adds customer service IM function to its Web site

SUMMARY: No summary available.
According to a story in Forbes.com today, Lands' End's "Ask Us" button which gives shoppers live instant (typed) chat with a customer service rep, "The company says that the average value of an order increases by 6% when a surfer uses its instant message technology. An online visitor who uses Lands' End's IM is 20% more likely to make a purchase than a customer who does not."



The story doesn't give comparative numbers on how much a shopper who calls the site's 800 number for help (versus using the chat/IM function) is worth. I'm betting that 800 callers are worth even more. Having experienced both at the site while using a speedy DSL line, I personally got fed up waiting for the chat to happen and picked up the phone. Then maybe I'm more trigger-happy caffeinated than the average shopper. According to the story, roughly 10% of Lands End operators are trained to use phone or IM, which is somewhat indicative of demand.

Post a Comment

Note: Comments are lightly moderated. We post all comments without editing as long as they
(a) relate to the topic at hand,
(b) do not contain offensive content, and
(c) are not overt sales pitches for your company's own products/services.










To help us prevent spam, please type the numbers
(including dashes) you see in the image below.*

Invalid entry - please re-enter




*Please Note: Your comment will not appear immediately --
article comments are approved by a moderator.