ADVISORY/Retailers Test New Technologies To Improve Online Sales for Holidays

Business Wire, Oct 13, 2000

Business Editors

ADVISORY...

--(BUSINESS WIRE)--Oct. 13, 2000

TOPIC: With the busy retail season looming, online stores are using new
technologies to improve customer service. A 1999 study by Boston Consulting
Group and Shop.org showed that 65 percent of online buyers go through the
entire shopping process only to stop at the check-out point. The survey also
reportedly showed that only 1.8 percent of visits to online shops result in
purchases. In a recent Wall Street Journal article, the reasons cited for
consumers' frustrations include additional shipping costs, as well as the time
it takes to enter account information to complete -- or redo -- a purchase.
Online sales are expected to top $11.5 billion from September to December 2000,
representing a 66 percent increase since last year, according to Jupiter
Research. Many online retailers are testing innovative technologies to improve
their chances of getting a piece of that market, including real-time audio,
pre-recorded customer service messages and live customer service chat rooms.
EXPERTS: ExpertSource can offer several highly qualified experts to comment on
this story:

Prof. Michelle B. Kunz teaches in the Department of Human Sciences at Morehead State University. She has experience and knowledge of online shopping, consumers and electronic commerce. She understands that knowledge of consumer's shopping habits, demands and perceptions provide marketers greater opportunities for success. She also is knowledgeable about how incorporation of multi-media and computer technology in the merchandising curriculum has provided experience in both technical specifications for purchase of products, as well as installation, application and implementation of computer equipment and software applications. 606/783-5479

Mr. James Tenser leads Nexgenix, Inc. retail strategy consulting practice. He is also the founder, editor and publisher of VStoreNews, the monthly e-journal of online retail strategy and analysis. He has 20 years' experience as an analyst and reporter on retailing and product marketing, including three years focused on the virtual (online) marketplace. VStoreNews is wholly-owned by Nexgenix, Inc., an e-business solutions provider based in Irvine, CA. 203/847-1115 jtenser@nexgenix.com PR: Sharon Lyman, 714/665-6200 ext. 371 slyman@nexgenix.com

Mr. Eitan Ron is CEO and co-founder of HumanClick. HumanClick provides customer service over the Internet targeting Small to Medium Enterprises (SME) in all product sectors including retail, telecommunications, electronics, sporting goods, hospitality and non-profit. 510/839-1088 Eitan@HumanClick.com PR: Philippe Lang (Phil@HumanClick.com)

ExpertSource cannot guarantee the immediate availability of these experts or their familiarity with this specific issue.

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