SUMMARY: Two weeks ago Forbes reported that an online shopper who uses the "Live Chat" feature on LandsEnd.com is 20% more likely to make a purchase than a customer who does not. We wondered, is this true for other sites, or not?
Our new Case Study features results from two different B2B marketers who have tested adding instant messaging to their sites. It also presents the business case for excellence in customer service. Trying harder equals profits.
Plus, if you have a yen for a David vs. Goliath story, as in Web entrepreneur trounces...