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Ritz Interactive Sees Online Order Size Increase 50% By Using InstantService Chat and Email
Top-Ranked Retailer Triples Conversion Rates, Improves Service and Call Center Productivity Across Its Network of Ecommerce Stores
CHICAGO, Ill. June 10, 2008 – InstantService, Inc., a provider of chat and email management solutions, announced today that Ritz Interactive, Inc., the award-winning e-commerce network that includes RitzCamera.com, WolfCamera.com, BoatersWorld.com and other leading online shopping sites, is increasing revenue, improving service and boosting call center productivity using InstantService customer communication solutions. Recently re-named to Internet Retailer Top 500, Ritz Interactive leverages InstantService’s integrated chat and email in sales and support capacities across eight distinct ecommerce properties.
Seattle-based InstantService is making the announcement today in conjunction with its participation at Internet Retailer Conference & Exhibition this week in Chicago. The company will be giving demonstrations of its chat and email solutions at Booth 327.
After a successful deployment in 2000, Ritz Interactive has steadily reaped more and more benefits from InstantService chat and email. According to the Irvine-based retailer, the following results highlight the solutions’ success across its sales, service and call center operations:
- Internet shoppers who chat with Ritz Interactive agents are three times more likely to purchase.
- Those who chat online before they buy, buy more -- with the average order value increasing 40-50%.
- A consolidated chat and email console helps the Ritz Interactive agents provide easier and faster service resolution.
- With centralized access to the customer queries, agents provide a higher level of service as indicated by consistently high customer ratings in surveys.
- A core component of the retailer’s customer communication strategy, the solution offers high performance scalability and “four nines” uptime.
“While we expected our service levels to improve, we didn’t expect such a dramatic uptick in sales,” said Fred H. Lerner, President and CEO of Ritz Interactive. “Add the increased revenue to all the positive feedback from our customers and our agents, and those are just a few of the ways InstantService has delivered on its promises to Ritz Interactive.”
“Innovative companies like Ritz Interactive are quickly learning that using chat and email effectively can not only provide a more responsive and consistent customer experience online, but can also significantly increase your top line,” said Mike Lande, CEO of InstantService. “We are enormously proud to support their efforts and applaud their ongoing leadership in providing world-class products and customer service.”
About InstantService
InstantService, Inc. is a leading SaaS provider of customer communication technologies for online businesses and contact centers. InstantService offers an integrated suite of live chat, email management, knowledge base, web site analytics and lead capture solutions to increase sales and enhance customer service. InstantService’s hosted application easily integrates with existing ecommerce and CRM systems, facilitating valuable relationships between companies and their customers - the first step of customer relationship management. Over 350 companies trust InstantService's scalability, security and performance including Charter Communications, Ritz Interactive, VeriSign, H&R Block, Spiegel, Intuit, McAfee, US Airways and DISH Network. To learn more about InstantService, visit http://www.instantservice.com to chat with a representative.
About Ritz Interactive
Ritz Interactive is an award-winning, specialty online retailer and e-commerce service provider that operates a network of websites offering high quality, branded lifestyle products. Since its inception in Irvine, California in 1999, the company has become a leader in providing a full selection of photographic and consumer electronics products as well as a wide range of marine, boating and fishing products, at competitive prices for online shoppers. Ritz Interactive’s leading photo-specialty and consumer electronics e-commerce websites are RitzCamera.com and WolfCamera.com, while the company’s leading marine e-commerce website is BoatersWorld.com. Each of the individually branded and marketed websites offers a broad and deep selection of competitively priced products and brings an established brick-and-mortar reputation to the company’s e-commerce platform.
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