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Joe Keenan
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PROBLEM: Whiteflash, an online retailer of fine jewlery and diamonds, wanted to provide a better shopping experience for its website visitors.
SOLUTION: Implemented a live chat program.
RESULTS: Since launching live chat on its e-commerce website in June 2009, Whiteflash has seen its average order value rise from $2,030 to near $5,400. In addition, while the retailer is tracking a very healthy 40 percent conversion rate for visitors not using live chat, that figure jumps to a whopping 70 percent for visitors who do use live chat.
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- Ashley Bailey
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Joe Keenan
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Joe Keenan is the executive editor of Total Retail. Joe has more than 10 years experience covering the retail industry, and enjoys profiling innovative companies and people in the space.
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