David Kohn, eCommerce and Customer Service Director at Heal’s, reckons he gets around 100 propositions every week from technology suppliers. Around half of those relate to personalisation and CRM, he says, “because that seems to be the way in which mEverybody who engages with live chat online will convert at roughly ten times the level of a standard customer and the average order value will be between 50% and 100% greater. So, you're looking at a revenue per visit which is 15 to 20 times greater than [that of] a normal customer.”
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