[October 17, 2003] Publishers Clearing House And inQ Team To Create Revenue Channel For PCH Online Confirmation Page Publishers Clearing House (PCH) has teamed with inQ, which offers online post transaction live chat applications, to create a revenue channel on its online confirmation page. PCH has focused on expanding its multi-channel direct marketing presence by gradual enhancement of its Web site’s functionality. PCH has enhanced its site with the addition of PCH Lotto online, PCH Slots and PCH Points to provide its online customer base further incentives to register for its magazine, video, music, book, collectible, jewelry and health and beauty membership programs. In line with its Web site enhancement initiative, the direct marketing giant sought to leverage its growing online customer base of over one million unique visitors per month. PCH teamed with inQ earlier this year to develop chat-based upsells, or chatskins, on the site’s confirmation page, online landscape never before used to extend the sale. “inQ provides Publishers Clearing House a high-quality service that allows us to bring valuable offers to our customers in a manner that meets with our high customer experience standards,” said Rory Cumming, senior director of Internet marketing at PCH. “Their live-operator delivery system and well-trained NetReps have produced both an incremental cash flow and a service that our customers welcome. We are excited to be working with a company that can provide both a valuable consumer offer and state of the art technology,” he added. PCH uses inQ's online chat applications to monetize its order confirmation page by serving its customers upsell offers from one of its premier Consumer Membership Partners, serving up discount shopping and discount travel club opportunities. These membership/loyalty offers provide discounts on everything from groceries to movie ticket to pharmaceuticals and are complete with a 30-day free trial offer. Over the past month, 25% of the PCH unique customers have interacted with the inQ chat skins, giving PCH double digit conversions on those that sign up for one or more of the offers. The live chat operators begin the conversation by thanking the customer for their order with PCH and offering the program discounts and a premium for accepting the 30-day free trial. Customers who opt into the first offer are offered a second offer of a discounted travel club, over 50% of those offered the second program have purchased. “We work very close with internet retailers and companies like PCH, to increase their expectations on conversions that can be achieved after customers have checked out and the orders are complete,” said Steve Nober, CEO and Founder of inQ. “Our technology and live delivery system enables web retailers to enjoy double-digit conversions on upsells, while providing the consumers with a seamless purchasing experience. This type of conversion success has traditionally been more typical in a call center environment as opposed to online orders,” he added. [ Back To TMCnet.com's Homepage ]