Thursday, June 3, 2010

INtouch and ShopNBC to Present at the Internet Retailer Conference & Exhibition in Chicago

Via 24-7 INtouch

Greg Fettes, President & CEO of 24-7 INtouch, and Carol Steinberg, Senior Vice President, E-Commerce, Marketing & Business Development at ShopNBC are to speak at the Internet Retailer Conference & Exhibition held June 8th – 11th at the McCormick Place in Chicago, IL. The session will take place on June 9, 2010 at 4:15 pm, and poses the question “Is live chat right for you?”. Fettes and Steinburg will present a case study done on the implementation of live chat as part of ShopNBC’s online strategy.

The solution and its results are documented in a Total Economic Impact (TEI) study conducted in Q1 of 2010 by Forrester Research, prepared for 24-7 INtouch live chat partner LivePerson, and shared client ShopNBC. Fettes and Steinberg will discuss why ShopNBC was in need of a live chat solution, how the solution was put into place and results it produced, including an increase in incremental sales yield.

“ShopNBC is just one of many live chat programs serviced in 24-7 INtouch’s Contact Center of Excellence, but serves as an example of a successful live chat program yielding incremental sales,” says Fettes. “Through the use of this case, Carol and I hope to further illustrate the impact of an entire live chat deployment to the audience at IRCE. You need great technology, but also exceptional service behind live chat, that’s continually optimized. Above all, live chat programs should be aligned with company goals to determine the true impact and value of whether live chat is for them.”

24-7 INtouch speakers and representatives will be available at booth #541 for the duration of the show. For more information on the TEI study or for media appointments please email

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