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Coremetrics Works With CompUSA to Measure Value of Live Chat
Jun 18, 2007 (08:06 AM EDT)
SAN MATEO, Calif., June 18 /PRNewswire/ -- Coremetrics, the leading provider of marketing optimization solutions, today announced that CompUSA(R), one of the nation's leading retailers and resellers of technology products and services, has leveraged Coremetrics Online Analytics to measure the success of InstantService live chat technology on compusa.com. Tracking of the chat solution showed a positive return on investment due to a higher incidence of return customers among those who had chatted, as well as higher average order value and increased conversion rates.
"By adding InstantService live chat to Compusa.com, we've given our customers the ability to communicate with a live agent who can help answer their questions," said Al Hurlebaus, managing director of marketing and advertising at CompUSA. "This added value mirrors the in-store experience where customers rely on our knowledgeable salespeople to obtain assistance when they need it. Coremetrics provided us with the tools to determine how chat was driving conversion and increasing customer value."
Coremetrics reporting gave CompUSA insight into its live chat performance. Findings revealed that the chat session conversion rate was an impressive 10 times the average website conversion rate. Coremetrics analysis also showed that 60 percent of visitors who chatted and added an item to the cart, did so from the category most recently viewed before initiating a chat session. Nearly 54 percent ended up purchasing from the category they most recently viewed before chatting.
"Innovative technologies such as live chat go a long way toward enhancing the customer experience online, which, in turn, drives sales," said John Squire, senior vice president of product strategy at Coremetrics. "Through our sophisticated analytics solution, Coremetrics is able to extend its reach into the contact center to provide CompUSA with key insights into how live chat interactions affect the bottom line."
Coremetrics is the leading provider of online marketing optimization solutions. Its solutions generate high return on online marketing investment and continue to pay daily dividends in improved marketing performance. Over 1,000 online business sites, transacting over $15 billion this year, are now using Coremetrics' Software as a Service (SaaS) solution to optimize online marketing efforts. Coremetrics' solutions encompass advanced online analytics and precision marketing applications, including search engine bid management, email marketing and cross sell applications to acquire customers more cost effectively, increase conversion rates, and increase lifetime customer value. Clients have recognized over $300M in documented ROI and 87% of clients recognize ROI in 12 weeks or less. The company is privately held with funding from Accel Partners, FTVentures, and Highland Capital Partners and is headquartered in San Mateo, California. To learn more about Coremetrics, visit http://www.coremetrics.com or call 877-721-CORE.
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