CompUSA’s Online Success Story
It’s happened to all of us: You’re shopping online and you’re about to click the “Checkout” button when suddenly you have a critical question or concern that causes you to close your Web browser and think it over a bit more. But imagine if, like in the real store, you could walk over and ask a sales associate a question about the product? Wouldn’t you be more likely to purchase it?
CompUSA evidently believed so and now it’s reaping the benefits after it implemented “LIVEchat”, a service incorporated into the CompUSA Web site that allows customers to be instantly connected with an associate who’s educated about the product the customer is interested in. “It’s an availability for a customer on our Web site to chat with a live person about any product or question or process that they may have about the Web site or transaction,” said Al Hurlebaus, senior director of marketing and advertising for CompUSA. “Obviously, the more complicated the product, the more likely they are to use it.”
CompUSA launched LIVEchat in 2005. Since then, the results have been nothing less than stellar: Customers who click LIVEchat are 10 times more likely to convert into a sale than those who don’t.