Hardware and Homeware retailerSEE MORE CASE STUDIES >
Increased on-line conversion rates by 17%
Client needs
  • • The client wanted to grow the on-line e-commerce portion of their business and identified the need for a real-time customer services solution to enhance opportunities to capture and respond to customer service inquires as and when they are searching on the site
  • • The expertise and resources required to implement a new web chat solution did not exist in-house
  • • Outsourced solution that was low risk and required little initial capital expenditure
Solution
  • • Implemented an outsourced pay per performance turn-key live web chat solution that included the technological expertise and outsourced customer service agent support required
  • • Highly trained and experienced web contact agents focused on engaging visitors who were most likely to benefit from a chat and who were more likely to make a purchase decision after engaging in a web chat
Results
  • • Increased on-line conversion rates by 17%
  • • Increased average online order value by 32% (compared to on-line customers who purchased without using chat functionality)
  • • Reduced cancel and return rates by 8%
  • • Maintained equally high levels of customer satisfaction as experienced in-store and in phone service


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