Sticky Note November 2007

Help Older Customers Through — Not Just to — the Checkout Process

Does your site specialize in products and services that have a particular appeal to baby boomers or an older demographic?

Is yes, focus your engagement marketing efforts at getting them to — as well as through — multi-stepped sales or application processes.  This means your chat agents should offer to stay with the customer (and send periodic messages offering help) until the sale or application has been successfully submitted.