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Joe Keenan
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"This is a huge purchase," notes Ashley Bailey, the manager of web content and natural search services at Whiteflash, "so we want to make sure to educate the customer when selling our product."
To that end, Whiteflash's live chat service is manned 24/7 by six graduate gemologists and accredited jewelry professionals. These trained professionals are able to answer any type of question from visitors on Whiteflash's site. In addition to fielding questions, these chat operators can proactively engage visitors — e.g., if someone has been sitting on a page for a long time. The proactive chat feature is driven by the retailer's analytics on which pages are sticking and which pages aren't as well as browse rates.
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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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