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Customer Service

ITSRx is an online specialty pharmacy that dispenses drugs for serious and chronic diseases like cancer, hepatitis C and multiple sclerosis. Many of the medications have to be injected, which means the retailer's customer service agents often have to assuage the concerns of those new to the drugs.

For years the retailer handled those requests via e-mail, phone, mail or fax. But last September it launched both a webcam-based video chat and a text-based live chat program. The video chat service gives customers the option of scheduling one-on-one private consultations via webcam with ITSRx pharmacists. A customer, for example, can show the pharmacist how he is injecting the needle to see if he is doing it correctly. Or he can talk with the pharmacist about drug interactions or side effects.

"Customers can be 1,500 miles away from the pharmacist but video chat brings them together like they are in person," says Brian Smith, director of information technology at ITSRx. And the retailer's text-based chat lets consumers get order-related questions—such as scheduling delivery and refill requests—answered quickly.

Since adding the two chat options, ITSRx's call volume dropped, saving the company about 25% in call-related costs. Moreover, the pharmacy's web site conversion rate increased 20%.

The retailer is not alone in adding new technologies like video chat and more established methods like live chat to enhance customer service . A recent survey from market research firm Datamonitor shows 98% of companies offer phone support, 90% e-mail support and 25% live chat. Each additional service channel means more consumers can get the help they need, however they want it.

Live chat

More web retailers are adding live chat as consumers become more comfortable with communicating by typing questions and comments into chat boxes on web sites. For instance, 58% of U.S. consumers say they've interacted with an e-retailer using live chat, up from 54% last year, according to a recent survey by retail consultancy The E-tailing Group Inc. Moreover, 20% of consumers say live chat is their preferred way to interact with a merchant.

"Adoption is on the rise generally, and there is a significant population of web site visitors who prefer live chat as a contact method," says Lauren Freedman, president of The E-tailing Group. "It's only been a short time that consumers have truly been able to take advantage of live chat, and to see that it is almost equal in preference to the telephone is exciting and transformative.

" HEP C OUT OF BOUNDS. ORG ": The New Way Of Helping Others

KAT------ Hey Everyone! I'm Kat,host Hep C Out of Bounds. I'm hoping by creating this blog you can get a sense of some things we go through together while dealing with the fact we have been diagnosed with a blood borne virus, I hope by sharing my experiences with Hepatitis C and treatment with you, that we can get a better understanding as to treatment vs. quality of life. I hope that my experience during the last 15 years might help you realize that you aren't alone. I have dedicated my heart to helping other hep c affected people while they are deciding their course of action they have someone to relate to. All it takes to talk to me live is fill out a simple form and valid email address, at Delphi Forums-Health and Wellness-Hep C Out Of Bounds I am in the chatrooms many nights at 10:00 pm est. All you have to do is call, and I will be there for you. We have some of the best people you will ever meet in your life from 9:00pm to closing When you feel ready,you are welcome to come read, learn, and actually have fun with games and the Funny Farm jokes there. We have a safe site that is protected to the best of our ability. You will be glad you did.

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