In February 2010, Art Technology Group (ATG) commissioned Forrester Consulting to examine the total economic impact and potential return on investment (ROI) enterprises that have eCommerce businesses may realize by deploying Click to Call and Click to Chat solutions. The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of implementing Click to Call and Click to Chat for their organizations. For this study, we spoke with current ATG customers within the retail and travel industry and created a composite to illustrate the impact of Click to Call and Click to Chat on sales, IT, and customer service groups for the interviewed organizations. Based on our research, customers benefit from the use of these solutions to increase online revenue, improve customer retention, and reduce customer service cost.
This 24-page study, aggregates the results of six large online companies (three retailers and three leading airlines), to measure the cost and ROI of these contact methods.