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Retailers Use Live Chat To Solve Consumer Problems And Close Sales

Retailers offering live chat are becoming more sophisticated about using web site pop-up windows to invite consumers to use the communication service, says Ross Haskell, director of marketing for Bold Software, which sells live chat technology.

Haskell, along with Jon Abt, co-president of retailer Abt Electronics, Greg Fettes, president and CEO at 24-7 Intouch, a live chat provider, and Carol Steinberg, senior vice president, e-commerce, marketing and business development, at ShopNBC, will discuss live chat strategies in a session entitled Is live chat right for you?. The presentation will include live chat experiences from Abt, where Haskell recently shot video for the session.

“I hope attendees see that live chat is just another way to communicate with existing and prospective customers,” Haskell says. For instance, retailers can use live chat to help consumers resolve problems and concerns such as shipping difficulties, or to point shoppers to web product pages and offer other information that can close sales. Haskell says the session also will address how retailers can integrate live chat into their corporate culture.

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