Lord & Taylor Answers 25% Of Service Questions Via Live Chat

August 2, 2012 / 0 Comments

Lord & Taylor launched live chat on its site in 2009 to give shoppers more ways to get their questions answered, says Christina Callas, senior vice president, e-commerce and digital marketing, at the retailer’s parent company, Hudson’s Bay Trading Co. “We want to have multiple ways customers can interact with us throughout their shopping experience,” she says.

Live chat now makes up 25% of the site’s customer service inquiries, says Callas. [Source: Internet Retailer]

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