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New article – IM/live chat etiquette

Posted by Michael Bloch in ecommerce (Sunday April 9, 2006 )

Just as successful email communication is a skill, so is Instant Messaging and Live Chat usage.

Pew American Life and Internet project published a report late last year showing that in relation to US adults, 42% of men and 39% of women engage in instant messaging whilst online (figures from a survey in March 2005).

Because of the general familiarity with IM, live chat software on ecommerce sites has also gained popularity and acceptance by consumers. Live chat software has been demonstrated to increase online sales, reduce shopping cart abandonment and improve customer retention.

But like any tool, Instant Messaging and live chat is only as good as the operator. My new article, Instant messaging & live chat etiquette, provides some handy tips for making the most out of these communications mediums.


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