Retail Online Order Value Increases with Live Chat Software

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One of the world's largest speciality jewellery retailers which operate from over 1800 retail stores covering both the UK and USA, and with a significant online ecommerce offering, has improved its online customer service by adopting WhosOn Live Chat Software.

With our software organisations can intelligently choose to reach out to website visitors via pro-active invites or reactively engage with a simple click to chat button on their site

One of the world's largest speciality jewellery retailers which operate from over 1800 retail stores covering both the UK and USA, and with a significant online ecommerce offering, has improved its online customer service by adopting WhosOn Live Chat Software.

The multi-channel retailer has an engrained company ethos of building long term value by focusing on outstanding customer service coupled with superior merchandise. Live chat was identified as a way to deliver enhanced online service, which replicated the type of service customers receive, in-store, online.

The retailer, which has requested not to be named, recorded some significant statistics during its initial live chat pilot, perhaps the most compelling being a 57% increase on online order value from those website visitors that used live chat, compared to those that didn't.

During the initial short test phases which were restricted to a limited number of agent's operators handled over 15,000 chats increasing online revenue significantly via this channel.

The particular organisation chose to use a pro-active invite system for the chats. This enabled them to send highly targeted live chat invites, to engaged website visitors for example once a visitor had looked at a particular item for instance an Omega or Rolex Wristwatch or if they were returning to the site and were exploring high value diamond rings. It is these visitors that have been targeted and are more willing to except an invite from a chat operator who then in turn helps to close the order online.

Ian Rowley from Parker Software, developers of WhosOn live chat software, comments "the feedback we have received has illustrated the potential uplift for retailers utilising WhosOn live chat software. With our software organisations can intelligently choose to reach out to website visitors via pro-active invites or reactively engage with a simple click to chat button on their site, or a combination of the two. For this particular retailer they chose only to utilise pro-active invites of which there has been an initial response rate of approximately 12%. We are now actively working with them to refine the invite process to further improve on the response rates and ultimately help increase online revenue for them."

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Ian Rowley
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