Predictive Analytics

San Francisco - Customers who choose live chat for customer service are satisfied a higher percentage of the time than those who call, email, or use social media channels. According to findings of the quarterly Zendesk Benchmark report, customers using live chat for customer service are satisfied 92% of the time.

The average benchmark for live chat across all geographies and industries is 62 chat conversations a month; first response time of one minute 36 seconds on average; and customer satisfaction of 92%.

Mooresville, N.C. -- Lowe's Companies reported an increase in profit and sales in the first quarter but its performance in both metrics fell short of Wall Street estimates. The home furnishings retailer reported its results a day after rival Home Depot reported earnings and revenue that topped estimates.

Lowe’s net income increased 7.8% to $673 million in the quarter ended May 1, from $624 million a year earlier.

Net sales rose 5.4% to $14.13 billion. Total same-store sales were up 5.2%.

Expenses related to a corporate restructuring led Etsy Inc. to report a huge loss in the first quarter.

Nashville, Tenn. -- Epicor Software Corporation announced that teen apparel retailer Rue 21  has selected the Epicor QuantiSense Retail Business Intelligence suite to support enterprise-wide reporting and analytics across merchandising, store operations and digital retail.

rue21 has relied on the Epicor Retail technology suite for years, most recently to help support the company’s extensive growth into new markets and merchandise categories, including a junior plus size division, rue+, launched in 2014.
 

Salt Lake City - Phillips Edison & Co. is introducing a new program created to empower and prepare emerging leaders for a successful future. Innovation Labs is a professional development series that places associates from various departments on a team and assigns a real-life challenge facing the company.

Digital ad spending in the U.S. will total $58.61 billion this year, and retailers’ ad outlays will comprise 22% of that figure, according to new figures from eMarketer.

New York - Digital ad spending in the U.S. will total $58.61 billion this year, and retailers' ad outlays will comprise 22% of that figure, or $12.91 billion, by far outpacing all other U.S. industries. According to new figures from eMarketer.

Retailers will spend nearly twice as much as any other industry on mobile advertising in 2015, and the sector's $6.65 billion will represent 23.2% of the $28.72 billion that advertisers in the U.S. will spend to reach consumers on mobile devices this year.

By Jeff Collins